|Job Title||Customer Services Assistant|
|Reporting to||Customer Services Team Leader|
|The post holder will be responsible for providing first point of contact resolution to customers contacting Ryedale District Council Customer Services for information, advice and transactional services in respect of all aspects of the Council’s business. She/he will promote delivery of excellent customer services and a positive image of the Council and Ryedale District Council Customer Services.|
|The post holder will provide Customer Service excellence in all communications with customers accessing council services. You will signpost customers to our online services where possible and assist customers in accessing our services, helping visitors by ensuring they are signposted to the correct department within our organisation and partnership services. You will promote Council Services and endeavour to resolve customer enquiries at the first point of contact.|
|The post holder will be responsible for providing frontline customer service by telephone, face-to-face and online channels as part of the corporate Customer Services team. This covers enquires and requests relating to all Council Services at Ryedale House and other external partners at locations throughout the district.|
To ensure that at all times service delivery informs, reflects and supports the Council’s aims and objectives following timescales set out in the Customer Service Team Plan.
To work with colleagues across the organisation as required in support of organisational goals.
To be proficient in delivering a frontline service for handling and responding to a variety of matters such as council tax, housing benefit, housing, environmental issues, planning applications or electoral registration and any other service the Customer Services team delivers.
To promote the Council’s overall commitment to equality opportunity/Diversity at all times and work within the requirements of the Council’s Equality Scheme.
To provide information and process service requests by inputting data electronically using a range of Council databases and Customer Relationship Management (CRM) systems.
Promoting channel shift and highlighting the availability of online communication channels to all customers internally and externally.
Receive, log, respond and to all enquiries and service requests, dealing tactfully and confidentially with complaints, gathering all the relevant information and referring these on to the relevant senior or specialist colleagues if the query cannot be resolved in the first instance.
Processing information requests and either answering these at point of contact or processing through freedom of information channels.
Raising awareness of the work of the Council through providing advice and guidance on related service areas including informing customers about any extra benefits or entitlements they may not know about and passing customer details onto relevant teams for further information.
Maintain appointments and booking systems, including room bookings for meetings.
Processing financial documents and transactions adhering to policies and procedures with an attention to detail and accuracy.
Under direction of the Customer Services Team Leader and Projects Officer, undertaking aspects of project work to agreed outcomes and deadlines.
To record data on information systems and when required help produce regular reports on customer services activity.
Providing administrative support, including organising meetings and events, preparing documents, diary management and communication handling.
Taking payments for all services both over the telephone and face to face.
|Creativity, Innovation and Problem Solving|
|To respond to queries, service requests and complaints following policy and procedure, whilst applying initiative should the enquiry fall outside of the norm and being aware of when to escalate to the Customer Insight and complaints officer for support.|
To have a broad knowledge of all Council services at Parish, District and County levels in order to signpost customers to deliver Customer Excellence and resolve enquiries at the first point of contact.
To aim for each transaction to exceed the customer’s expectations and keep the customer at the heart of everything we do.
To proudly represent the Customer Services Team and work under own initiative when located at external locations.
To be proactive and involved in service delivery improvement initiatives and Team Meetings.
Work requires the exercise of creativity within the general framework of recognised procedures.
Excellent research skills and the use of problem solving skills to ascertain the customer’s needs and supply the relevant information and advice.
The post-holder will seek to provide the most efficient service possible, suggesting new, more effective ways of working using creative thinking and judgement to solve day-to-day problems and will contribute to the continuous improvement of the service and highlight any areas for improvement to the Customer Services Manager.
To show commitment to training and development to maintain and develop knowledge and skills to be able to provide a professional, efficient and multidimensional service to the customer.
You will update and maintain records for various data controls and reporting.
|Contact and Relationships|
|Support the service in providing professional solutions to both internal and external customers, providing detailed advice and guidance as necessary through maintaining positive working relationships with colleagues, elected members, external partners, service suppliers and contractors. To promote the Council’s overall commitment to equality opportunity/Diversity at all times and work within the requirements of the Council’s Equality Scheme. The post holder will need to be proficient in a variety of communication methods including face-to-face, over the phone, via email and other electronic channels. The role requires a high degree of tact and diplomacy, including the ability to maintain a high-level of confidentiality and professionalism when dealing with all customers’ staff and Councillors.|
|Information Management and Performance Reporting|
|Responsible for keeping the Council’s contact management system up to date. Maintaining internal contacts lists. Being GDPR compliant with the information they record and hold and follow record management policy and procedures.|
The above list of duties is neither exclusive nor exhaustive. The post holder will be expected to undertake other duties commensurate with the responsibility level of this post, as directed by the Ryecare Manager.
The Council is a dynamic organisation which recognises the need to respond flexibly to changing demands and circumstances. Whilst the job description provides a summary of the post it may need to be amended to meet changing circumstances.
The Council takes seriously its responsibility to safeguard and promote the welfare of children and young people and to protect adults at risk. There is an expectation that all staff will positively demonstrate their awareness and support to this commitment.
|Qualifications/ Training||Good standard of education, including maths and English.||Essential|
|Proficient in a wide range of IT packages and willing to continue to learn.||Essential|
|Evidence of continuing professional development.||Essential|
|Customer service related qualification or relevant experience.||Desirable|
|Knowledge||A practical understanding of corporate systems in a multi-functional service.||Essential|
|Awareness, knowledge and adherence to Information Governance/Data Protection principles.||Essential|
|Awareness and knowledge and commitment to Equality and Diversity and Health and Safety legislation and of safeguarding responsibilities.||Essential|
|Knowledge and understanding of local government.||Essential|
|Awareness of partnership and collaborative working, to enhance service delivery and maximise best value benefits.||Essential|
|In-depth understanding of corporate complaints and the role this plays in organisational improvement.||Desirable|
|In-depth understanding of performance management.||Desirable|
|Experience||Experience of working in a fast-paced customer-service environment.||Essential|
|Working in local, regional or national Government organisations.||Desirable|
|Occupational Skills||Ability to plan, allocate and evaluate workloads, determining work methods to achieve objectives.||Essential|
|Ability to seek, evaluate and organise information to aid decision making.||Essential|
|Ability to influence, advise and inform others, and build strong and productive working relationships with partners, Elected Members and senior officers.||Essential|
|Ability to meet deadlines and manage changing and conflicting priorities as necessary.||Essential|
|Ability to create, maintain and enhance constructive working relationships.||Essential|
|Ability to advise senior managers, elected Members and partners.||Essential|
|Enhanced ability to exchange information to solve problems and make decisions through leading and contributing to meetings and group discussions to solve problems and make decisions.||Desirable|
|Ability to utilise statistical reporting tools for analysis of data and web based research methods for maintaining awareness of best practice and future developments.||Desirable|
|Other||Highest professional integrity.||Essential|