Customer Service Apprentice

Job information

To handle all first points of customer contact for the council, across a range of channels including face to face, telephony and web-based transactions. To support customers in resolving their queries and requests for service as fully as possible to a high standard.

•Provide customers with prompt, effective and courteous front-line services, which meets or exceeds the customer care and quality standards agreed for the service
•Use technology, including case management systems, social media, internet and intranet to access information in order to respond to customer queries
•Promote channel migration by nudging customers to use self-service applications (e.g. Web forms) to resolve queries and requests
•Offer assisted self-serve for those unable to use online self-service applications without support, or who request a quick tutorial before using themselves
•Reduce failure demand through pro-actively supporting customers and liaising with back office services on more complex customer queries, and keeping customers informed of progress where relevant
•Provide a comprehensive and efficient visitor management service at reception desks
•Work effectively as part of a single customer services team
•Ability to deliver a wide range of service transactions and business processing support, following appropriate training and assessment, including the completion and verification of applications, uploading of documents, reporting and updating ICT systems
•Take payments using various methods for a whole range of council services and undertake cashiering and other financial procedures
•Ensure that customers are provided with information about any follow up action that will be taken.  Advise customers of appropriate supplementary and/or additional services or information as relevant
•Providing a consistent quality of service to the back office when handing over relevant ‘occasional’ or ‘by exception’ customer requests
•Liaise with “back office” services to hand over complex customer service enquiries
•Use skills to deal with difficult situations and customers, for example, resolving customer complaints and using different communications methods to meet the needs of different customers (e.g. Vulnerable customers)
•Ensure awareness of the council’s Safeguarding Policy and take a proactive approach to ensure the safeguarding of residents at all times


How to apply

To apply for this job please go to  where Hertford Regional College will be in contact.