Job Introduction
1 x 37 Hours per week – fixed term for 9 months
We are a people business – excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate. We aim to meet customer needs by giving consistent information, advice and support at their convenience. Our customer model is built on the following principles
• A service that offers ease of access and intuitive navigation
• Consistent and high-quality contact management
• A service driven by customer insight and demand analysis
• A service that is delivered through appropriate delivery channels
• A service which has resilience and scale
• A service that is efficiently delivered
This role will be responsible for managing the provision of a timely and high-quality Customer Service for Staffordshire County Council.
The Customer Service Centre is open 9am – 5pm Monday-Friday only, however you may need to work flexibly outside of these times, as required.
Main Responsibility
Duties will include -
- Provide the first point of contact for customer enquiries into Staffordshire County Council, and handle these in an appropriate and customer focused way via a range of access channels (telephone, text, email, written and face to face). Ensuring 90% of enquiries are answered at first contact with the customer
- Ensure that customer interactions are dealt with efficiently and appropriately and where appropriate resolved at first contact or signposted to the appropriate service to the satisfaction of the customer and within Staffordshire County Council policies and procedures. Where necessary liaise with colleagues, and escalate to more senior members of staff and other departments in order to resolve customer enquiries
- To resolve complaints, including those of a more complex nature, which are within the scope of the post’s responsibility and adhering to the Corporate Complaints Procedure and where necessary, escalating to more senior members of staff and other departments.
The Ideal Candidate
- Minimum 2 years demonstrable experience of a Supervisory Role
- Considerable experience of working in a Contact Centre environment
- Ability to understand and follow policies and procedures and work within agreed guidelines
For further information about the role please contact Charlotte Pinks, Team Leader by email - charlotte.pinks@staffordshire.gov.uk
About Staffordshire County Council
We are no ordinary county council:
Our Values:
The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.
Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy:
We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.
We look forward and race ahead - that goes for your career too.
Our benefits:
We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance.
In addition to your salary, as a member of staff, you will have access to a range of benefits.
Our recruitment process:
As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment.
Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all background and communities
As part of our commitment as a Disability Confident employer, a Silver Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.
