Customer Enabling Services Advocate
Location: City Hall / Various Council Sites
Salary: £13 PAYE P/H
Hours: Full Time, 37 hours per week
About the Role
We are seeking a highly motivated and customer-focused individual to join our Customer Enabling Services team. You will handle telecare alarm calls, out-of-hours emergency council calls, and dispatch wardens across the city to support telecare customers. Shift patterns include mornings, afternoons, and evenings across Monday to Sunday.
As part of a busy service, you will deliver first-class support to residents and customers, demonstrating resilience, flexibility, and a commitment to teamwork and excellent service delivery.
Key Responsibilities
- Receive and resolve detailed enquiries from customers and service users to ensure a responsive and high-quality service.
- Act as an advocate for customers, working collaboratively with internal and external partners.
- Handle customer enquiries via face-to-face, telephone, email, letter, web chat, and social media.
- Provide accurate information on council and partner services to resolve enquiries at first contact.
- Conduct surveys and interviews to gather customer insights for service improvements.
- Act as the 'front door' to the Council, resolving enquiries or directing customers to appropriate services.
- Support delivery of Customer Service and Digital Strategies, including assisted digital services.
- Contribute to Council campaigns, events, and programmes.
- Escalate complex enquiries and complaints to the Customer Enabling Services Manager.
- Build strong customer rapport and ensure decisions meet service standards.
- Influence positive outcomes for customers and stakeholders.
Requirements of the Role
- Commitment to excellent customer service and strong communication skills.
- Ability to manage complex enquiries with professionalism.
- Flexibility to work varying shifts in a fast-paced environment.
- Commitment to Council policies including Equal Opportunities, Health and Safety, Data Protection, and GDPR.
