Contact Centre Officer

The Contact Centre works on behalf of a number of Council Services, including Revenues and Benefits, Building Services Housing Repairs, Highways, Environmental Waste, and takes telephone payments for various Council Services.

The job of Customer Service Officer is to provide a first class customer service to colleagues within the Council and external customers of Kirklees Council, handling customer enquires over the telephone, giving information and resolving queries.

On a day to day basis you will handle incoming calls in a professional, effective and efficient manner aiming to fully resolve specific and general enquiries relating to a number of service areas. You will work within a team to meet individual and group targets. Using effective keyboard skills you will be required to access various computer systems to retrieve and input information and up-date customer records in accordance with agreed procedures and protocols. You must maintain confidentiality of information held and ensure that the data protection requirements are properly applied. You will process payments, issue receipts, set up Direct Debits and keep appropriate records and follow standard financial procedures.

You will be required, on some occasions, to book appointments and make referrals to specialist colleagues. You will be expected to make outbound calls at pre-arranged times to resolve outstanding issues. You may also be required to contact customers for a variety of reasons including customer surveys.

In order to deal with calls more efficiently, more complex enquirers complaints and compliments are passed to our internal support team who will actively seek to resolve these, by telephone. Once fully trained, you will be asked to work on this team as required.

Training will be given to enable you to acquire an in-depth knowledge of relevant council services as well as associated non-council services that will enable you to provide information and advice to customers. This will include training in relevant legislation and applicable procedures. Once trained, you will be required to keep up to date with changes in legislation, systems and working practices.

You will respond sensitively to the diverse needs of individuals and groups within the community, raising awareness and encouraging everyone to access council services. This may include accessing translation services.

You will attend and contribute to team meetings and participate in working groups from time to time. As your knowledge and experience increases, you will be expected to assist in the development of newly trained officers by sharing information and working in pairs to allow them to learn from you.

will be required to work flexibly in order to meet the needs of customers.

KEY RESULT AREAS/OUTCOMES

Excellent customer service is provided at all times in accordance with the
Council’s customer care strategy.

Performance standards and targets are maintained to meet agreed service levels.

Good relations are built and maintained with service partners and effective two way feedback is provided.

Up to date, accurate information and advice is provided to customers and queries from all sources are effectively resolved.

All relevant information from customers is recorded accurately and appropriately on the IT systems in line with Data Protection and Freedom of Information requirements.

Financial transactions are processed in accordance with the financial procedures and guidelines to ensure accuracy and confidentiality is maintained at all times.

Equality of access to council services is promoted and maintained.

A positive contribution is made to the team, taking advice, feedback and providing support to colleagues within a multi-skilled environment.