Customer Services Advisor

JOB PURPOSE
Promoting and supporting the digital service availability and offering appropriate advice.
Providing a first point of contact for all Council wide services to the public and other customers of Merthyr Tydfil County Borough Council.
Dealing with enquiries at Reception through the provision of information, advice, signposting and referral where necessary for further assessment, across a range of communication channels, face to face and electronic / digital.
Deliver customer service through supporting compliance of the Welsh Language Standards.

MAIN TASKS PERFORMED
1. To ensure that the highest levels of customer services, as defined by Merthyr Tydfil CBC, are maintained in all dealings with customers.
2. To be a visible representative of the Council.
3. Promoting and supporting the digital service availability and offering appropriate advice to enable customers to become self-reliant.
4. To ensure that, whenever appropriate customers are directed to the online services or transferred to other departments or agencies in accordance with agreed procedures.
5. Actively contribute to the channel shift (moving customers from face to face and telephone contact to electronic and web based services) as part of the Customer Change Programme.
6. Use the Council website, Intranet and other software provided to maximise these objectives.
7. Provide accurate and consistent information and advice to the public across a broad range of communications channels including, e-mail and in person.  Undertaking the booking of appointments whenever appropriate.
8. To be aware of relevant policies, procedures and legislation necessary to effectively carry out the duties of the post.
9. To ensure that the maximum number of enquiries and requests for service across all directorates are provided at first point of contact.  Actively supporting the public on a one to one basis whenever appropriate including assisting with use of web based systems, and provide a meet and greet service in the reception area to actively manage service demand.
10. To accurately record details of all transactions with customers on the appropriate software.
11. Utilise a wide range of IT systems in delivering services to the public.
12. To manage customer expectations in respect of service provision to ensure maximum customer satisfaction.
13. Ensure effective resolution of conflict by acting as ‘Customer Advocate’ if services are not delivered according to agreed timescales or procedures utilising and displaying the Council Core values when required.
14. Ensure that knowledge of all Council services and standard operating procedures are kept up to date and followed.
15. To take receipt of payments in cash and by debit / credit card from customers in respect of services and amenities provided by the Council.
16. Proactively address issues of service provision shortfall with immediate line management and / or appropriate channels.
17. To participate in identified training sessions, workshops etc, required to fulfil the duties of the post and to enhance the performance appropriate to the needs of the service in accordance with the new ways of working.
18. Support the outcomes and objectives of the organisation, department and colleagues by adhering to assigned duties and shifts, demonstrating punctuality and a flexible approach to work.
19. To prepare for, attend and participate in daily, weekly, monthly meetings and career development and performance review meetings.
20. To implement the principles of the Council’s Equal Opportunity Policy whilst carrying out the above duties.
21. A good understanding of equalities issues and how this would apply to the working environment.
22. To adhere to Health and Safety legislation / relevant Council policies and procedures and to take reasonable care for the health and safety of yourself and other person who may be adversely affected by your acts / omissions.
23. To report without delay any safeguarding concerns to the appropriate safeguarding officer.
24. Undertake such other duties and responsibilities commensurate with the grade and in accordance with the general character of the job as may be reasonably required.