Description:

Our Purpose:-
To provide a high end telephone and end to end contact service and assist with solutions for customers who are calling to report or request one of our many council services.

The Purpose of this Role:-
The Contact Centre is integral to the Councils ability to respond to customer service. As part of the wider team your approach to the role will aim to ensure citizens can access services that enable them to live independently and well. You will work in partnership with a range of services and providers to ensure the service can give end to end advice and support for all ages and at all points throughout life and circumstance.

Expectation and Outcomes of this Role:-
We are looking for someone who is committed to delivering first class customer contact Services. You must possess excellent listening and communication skills and be fully conversant in Welsh language. The team are looking for people who are self- motivated and display empathy to the needs of the customer. You will be able to communicate comprehensively to allow you to identify customer needs and therein resolution to the customer query. You will work as part of the wider team and so your professional approach and support for work colleagues will be important, and you will be required to contribute data and Information that supports the Business plan and ongoing development of the service.

Your responsibilities are to:-
•    respond to customers and colleagues in the medium of Welsh language where necessary

•    respond to telephone calls and live chat professionally and appropriately and process enquiries accordingly.

•    work alongside colleagues in Community Hubs who deliver face to face customer interaction where and if service requires.

•    log all enquiries and reports onto the My Monmouthshire Customer Record Management System and update any other systems that are needed to capture specific Information and data, including payments and extracting Information from revenues and benefits systems where needed.

•    respond to customers sensitively with empathy and understanding, particularly where there are matters of that nature, and to follow up on behalf of customers when enquiries remain unresolved.
 
•    advise on services available and associated matters such as entitlement, suitability etc. and progress through the necessary channels and procedures in order to deliver the end solution.

•    Exercise competen in working efficiently across various software and telephony platforms.

•    Process payments for a range of services offered by the Council.

•    During emergency situations gather appropriate data to assist with the prioritisation of services to meet demand.

•    Ensure compliance with Council policies.

Here’s what we can provide you with:-
•    The opportunity to develop Welsh language skills.
•    Training and team support
•    Flexible working arrangements where service needs allow