PURPOSE OF JOB

To provide a professional, efficient and streamlined telephony service to customers of Kent County Council, for specified services within the Authority’s operations.

ACCOUNTABILITIES

1. Answer and respond to customer calls into the Contact Centre, to provide a service for a specified area of the Authority’s operations, giving information and advice as trained.

2. Handle calls for specific services providing information and advice where appropriate with the aim of ideally resolving customer enquiries at the first point of contact.

3. Interpret queries/problems that are generated by calls from customers in order to generate solutions to meet the caller’s needs.

4. Re-route calls to an appropriate officer when unable to assist the customer, so that they obtain an appropriate response to their enquiry.

5. Maintain call quality standards through the effective use of verbal communication when responding to each call, including following the Authority’s complaints procedure when appropriate, to ensure that callers are always provided with a high quality and efficient service.

6. At the end of each appropriate call, offer the Govmetrics customer satisfaction survey.


PERSON SPECIFICATION

• Personal self-confidence to provide a customer focused front-line enquiry service via the telephone.

• Ability to handle a wide range of enquiries in a contact centre environment.

• Computer literate and ability to operate telephone equipment effectively.

• Effective communication skills, both written and verbal with a polite, efficient and courteous manner. Able to deal sympathetically with distressed, agitated, confused, irate customers or those with special needs.

• Able to remain calm under pressure.

• Ability to learn and deliver new services

• Possess a friendly and helpful disposition.

• Some knowledge of how local authorities or other large organisations operate.

Full time and part time avaliable