Job Description

Customer Hub Officer

Newcastle under Lyme

Contract
£14.36 per hour

Our client is looking for an experienced Customer Hub Officer

Office based at Castle House ST5 1BL or work remotely.

Processing changes in household, exemptions, discounts, payment plans and support with telephone calls using NEC RBLive and NEC document management system (Image).

ESSENTIAL: Experience of working with RBLive and Image.

Main Purpose of Job:

To deliver our One Front Door approach and principles, providing a high standard of customer service for all customers of the council, regardless of the channel they use to interact with us. To give thousands of customers a great customer experience, adding value by successfully delivering the right outcomes. Customer interactions will cover a wide range of council services and the postholder will have the skills and knowledge required to provide the correct and timely advice to resolve queries quickly and manage cases efficiently. To understand when and how to build self-serve capability and promote digital channels, as well as provide exceptional advice and guidance to put customers first.

This is one of many roles we are recruiting for please visit our website colbernlimited co uk

Main Tasks/Duties/Responsibilities

1. Resolve straightforward enquiries across all Council service areas, supported by information and guidance.

2. Complete straightforward rules-based tasks for at least four service areas which may include but are not limited to; council tax, benefits, business rates, housing advice, waste, debt recovery, operational services, planning, environmental services, licensing, housing

3. Complete moderately complex cases and tasks for one service area where functional knowledge and skills are required.

4. Set up cases with all required information to hand over to specialist services teams for resolution, where these cannot be resolved within the Customer Services team

5. Access and accurately update all relevant information systems, both customer and back office ensuring that the master customer record is updated and maintained through verification and validation, and in accordance with Data Protection principles.

6. Deliver efficient services, working as a resilient multi-skilled team equipped with the right processes, systems, and knowledge

7. Understand the customer need at the initial point of contact and providing joined up service advice and guidance to support this

8. Build capability in customers through assisted self-service and spot opportunities for the Council to initiate further enabling and self-serve.

PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk

The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer