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- Respond to Complex Enquiries: Handle customer enquiries through various channels, ensuring compliance with relevant legislation, including the Re-use of Public Sector Information Regulations, Freedom of Information Act (2000), and Environmental Information Regulations (2004).
- Coordinate Responses: Liaise with and support technical leads across the organisation, ensuring clarity and compliance in responses to information requests.
- Data Analysis and Presentation: Analyse large volumes of complex data, presenting it in a customer-focused manner, adhering to applicable legislation and relevant contracts/licenses.
- Performance Management: Meet performance and standard targets, escalating any risks to the management team.
- Support Team Members: Assist colleagues with complex casework, developing a specialist skill set and expertise.
- Exemplary Customer Care: Promote and maintain the highest standards of customer service across all activities.
- Flexible Working: Collaborate with the Customer Management Team, contributing to the role’s development and helping the organisation become a leading provider of public sector customer service.
- Continuous Improvement: Provide input into the development of new systems and processes, fostering a culture of continuous improvement.
- Excellent Communication Skills: Ability to effectively and persuasively communicate with both internal and external customers.
- Legislative Knowledge: Understanding of relevant legislation and a working knowledge of the organisation’s charging and data licensing policy.
- Data Handling Expertise: Familiarity with principles for handling personal data and security policies, especially when dealing with financial information.
- Customer Management Experience: Experience in a multi-channel Customer Management Team and proficiency with Microsoft applications, including Customer Relationship Management (CRM) systems.
- Adaptability: Ability to adapt to changing priorities and customer demands and work collaboratively to enhance customer service.
