Customer service Representative

C2C plays a crucial role in ensuring that everyone can access the relevant Council Services and information, regardless of their confidence or ability to use digital services. The C2C Service is expanding to deliver a comprehensive and digital approach to support the public in accessing and using council digital platforms.

Key Responsibilities:

• Customer Support: Provide accurate, meaningful, and consistent advice and support to citizens, ensuring their enquiries are resolved at the initial point of contact.
• Empathy and Patience: Listen patiently, empathize with the citizen's situation, and convey a genuine desire to help and support.
• Technical Proficiency: Maintain a keen interest and understanding of current (and emerging) technology to provide high standards of advice and support.
• Guidance: Walk citizens through digital processes step-by-step, problem-solving as required, and identifying any system failings that may affect user experience.
• Digital Familiarity: Simplify steps for individuals lacking confidence in accessing online services.
• Resolution: Actively resolve citizen enquiries through immediate action or signposting to relevant services.
• Collaboration: Work with colleagues within the C2C and the wider Council to ensure high levels of resolution and customer satisfaction.

Person Specification:

Essential Requirements:.

• Education & Training: A sound working knowledge of using software within an MS Windows (or similar) environment.
• Experience / Knowledge:
  • Keyboard skills demonstrating speed and accuracy within an MS Windows (or similar) environment.
  • Experience using Digital Platforms to access services.
  • Proven experience delivering customer-focused information and advice services.
• Skills and Abilities:
  • Interest in Digital Platforms and Digital Inclusion with an ability to simplify complex jargon.
  • Aptitude for learning new technologies.
  • Ability to listen, empathize, and communicate effectively.
  • Teamwork skills and commitment to meeting objectives.

Desirable Requirements:

• Education & Training: Ability to speak Welsh.
• Special Circumstances:
  • Shifts are based on a rota and may be variable according to business needs. C2C currently operates 8.30am - 6pm Monday-Friday.
  • This is an office-based role with hybrid working as required by business needs.