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- Provide first-point-of-contact advice and assistance on services such as Parking and Permits, Waste, Planning, Licensing, Council Tax, Benefits, Schools Admissions, Environmental Services, and more.
- Resolve customer enquiries efficiently, ensuring high satisfaction rates and adherence to council policies.
- Promote digital channels and assist residents with self-service tools.
- Process payments securely while adhering to GDPR and data protection regulations.
- Accurately maintain and update council databases to support efficient service delivery.
- Handle customer feedback and balance expectations with council policies, signposting or escalating issues when necessary.
- Build and maintain strong working relationships with internal teams and external service providers.
- Assist with training new staff members and support their development.
- Contribute to service improvements by offering creative and practical solutions.
- Uphold confidentiality and act as an ambassador for excellent customer service.
- Strong IT skills and experience in maintaining accurate records across multiple systems.
- Excellent communication and customer service skills, with the ability to handle a wide variety of enquiries.
- A proactive and flexible approach to work, ensuring consistent service delivery during operational hours.
- Strong problem-solving skills and the ability to balance customer needs with organisational resources.
- The ability to work collaboratively with colleagues, stakeholders, and partner organisations.
- A commitment to personal development and contributing to the team’s success.
