Senior Customer Service Officer (Scale 5)

JOB ROLE PROFILE AND PERSON SPECIFICATION

Post Title and Number: Senior Customer Services Officer

Present Grade:5 Dept: Customer Services

Service/Section/Team: Customer Services, Customer Experience ______________________________________

Reports to (title): Team Manager ____________________________________________

Purpose of the Role:
To deputise for the Team Manager and work with other scale 5s across the service to provide cover and resilience. To operate as part of the team providing the efficient day-to-day operation of first point of contact for customers via telephony, webchat and online support services, enabling customers to resolve issues first-time and focusing on encouraging and supporting customers to self-serve.
To act as a Digital Champion for the Council to promote and ensure customers are aware of the benefits of using the digital platform, providing 1-2-1 training and support if required, and support colleagues to do the same.
To represent the Council at the first point of contact, ensuring the service is customer focused and professional, promoting the Council’s core values and Customer Services Standards.
To be the pilot for new business that comes into customer services by participating in low level project work and UAT testing as set out by the management team.

Dimensions including Structure Chart:
This role has no budgetary responsibility.

Dimensions

Operating as an agent within a multi-channel service model, including Telephony and Web Chat to assist customers directly in a range of ways.

Structure Chart
This role reports to a Team Manager who reports to an Operational Manager and the Operational Manager reports to the Head of Service.

Number of direct reports
This role has no line management responsibilities but postholders will be expected to provide support and supervision for Scale 4 officers as well as mentor newly employed Senior Customer Services Officers. This will involve taking over more complex calls and assisting with the training and coaching of Scale 4 officers on an ongoing basis. In the absence of team leaders, postholders will act as SME in offering operational advice to managers and other stakeholders.
Key Accountabilities:

Insert the most important and frequent accountabilities first.

(You are not restricted to eight accountabilities)

Accountabilities
Anticipated level of time  
H = High
M = Medium
L = low

1. To deliver a high standard of customer service across telephony and webchat channels. Recognise when customers are vulnerable or require extra assistance and ensure their needs are met, in a professional manner, maintaining high levels of first point of contact resolution and customer satisfaction. To demonstrate subject specialisms in relevant areas and act as subject matter expert for the team within the contact centre, through maintaining effective links with the relevant areas. Acting as a role model to less experienced staff, displaying exemplary behaviours and commitment to the team, the service, the organisation and all external customers.

H
2. Dealing with escalated calls and enquiries. Investigate, resolve and reply to formal complaints. Having a clear understanding when to escalate cases, including urgent issues, to service teams. To take over enquiries that colleagues may not have sufficient in-depth knowledge and expertise to complete. Accurately transferring information taken over the telephone / webchat to the digital platform on an exceptional basis.
H
3. To be a specialist on our Housing Advisory Service calls and webchat as a subject matter expert. You will be part of a team that is dedicated to deal with the homeless who are being evicted, and rough sleepers being discharged from hospital/prison and fleeing domestic violence.

To advise our residents that need guidance around the housing register, temporary accommodation and landlord/agents. Ensuring a decision is made to help assist them by sending service requests and requesting call backs.
Dealing with basic rent account enquiries using the housing system and interrogate the system, observing the notes to relay back to the customer.

Having a clear understanding, when to escalate an emergency repair case, including urgent homeless issues.

To be able to assist enquiries, where possible from police and other councils regarding referrals and approach checks

H
4. Providing cover across all channels and locations within Customer service areas as necessary: Civic Centre and community hubs face to face for Business Continuity Plans.
H
5. Supporting and taking ownership of our Govmetric customer surveys, ensuring continuous improvement, and enhance performance based on customer feedback.

6. To undertake a variety of customer services officers’ tasks as detailed in the relevant job description from time to time based on service demands and management instructions. These will include answering general enquiries including taking payments, registrars bookings, community support line and web chat engagements.
H
7. To be the pilot for new business that comes into customer services (ie taking new service area calls/webchat)
To participate in low level project work and UAT testing as set out by the management team. This may involve co-ordinating customers feedback to test systems to improve processes and the customer journey.

H
8. To answer customer responses on twitter, facebook and website feedback emails with excellent and strong communication written skills. Identify any difficulties customers may have in making an enquiry or receiving information, in order that suitable and sufficient methods of communication can be provided and adapt processes for future similar interactions as appropriate.

H
9. Having a clear understanding of when to escalate cases, including urgent issues, to service teams. To resolve and take ownership of formal complaints, where possible. Accurately transferring information taken over the telephone / webchat to the digital platform on an exceptional basis. Accurately logging repairs. To provide a service that is understanding and recognises the diversity of its customers, including being assertive, polite and professional always in possibly difficult and abusive situations.
H
10. Manage own performance effectively to meet goals and targets and work to required deadlines, adhering to Departmental and Council policies, procedures and systems always. Assisting in the security of the building, including its contents and the locking, unlocking and alarming of a building under the supervision of the Team Manager Implement emergency evacuation e.g. fire/unattended packages and bomb threat procedures as directed, assisting members of the public where necessary out of the building. Participate in carrying out Health and Safety checks/audits under the supervision of the Team Manager and be responsible for ensuring that public meeting areas are maintained as a comfortable and welcoming environment.I

H
1. Any other duties reasonably requested by management

2. Carry out all accountabilities in compliance with the Council’s Code of Conduct, Policies and Procedures


Key Relationships (Internal and External):

· Customers/ Residents of LBE
· Managers from business areas
· Heads of Services
· Peers from Back Office teams
· Elected Officials
· Users of the Assisted Service Delivery function including; adults and children, staff and volunteers, Local groups and organisations, including co-location partners.
· Other staff and Members
· Funding and partnership organisations
· Suppliers and contractors
· Other local authorities

Equality and Diversity:

The Council has a strong commitment to achieving equality in its service to the community and the employment of people and expects all employees to understand, comply with and promote its policies in their own work.

Health and Safety:

The post holder shall ensure that the duties of the post are undertaken with due regard to the Council’s Health and Safety Policy and to their personal responsibilities under the provisions of the Health and Safety at work Act 1974 and all other relevant subordinate legislation.

For a more detailed definition of these responsibilities, refer to the current versions of the Corporate Health & Safety Policy, Group Safety Policy and employee information leaflet entitled "Health & Safety Policy; Guidance on Staff Health & Safety Responsibilities".

Corporate Health and Safety Responsibilities
All employees have personal responsibilities to take reasonable care for the health and safety of themselves and others. This means:

1. Understanding the hazards in the work they undertake;
2. Following safety rules and procedures;
3. Using work equipment, personal protective equipment, substances, and safety devices correctly; and
4. Working in accordance with the training provided and only undertaking tasks where appropriate training has been received.

Employees shall co-operate with the Council by allowing it to comply with its duties towards them. This requires employees to:

· take part in safety training and risk assessments and suggest ways of reducing risks; and
· take part in emergency evacuation exercises.

Employees shall report all accidents, ‘near miss’ incidents and work-related ill health conditions to their manager/supervisor/team leader.

Employees shall read the Corporate Health & Safety – Organisation Part B Policy to ascertain and understand their responsibilities as an employee, line manager, Assistant Director or Director of the Council.

Information Security:

In order to protect the confidentiality, integrity and availability of Council information, including information provided by customers, partner organisations, and other third parties, where applicable, employees will comply with the Council’s Information Security Policy.

Statement of Commitment to Safeguarding of Children and Vulnerable Adults through safer employment practice:

Enfield Council is committed to safeguarding and promoting the welfare of children and vulnerable adults. Safe recruitment of staff is central to this commitment, and the Council will ensure that its recruitment policies and practices are robust, and that selection procedures prevent unsuitable people from gaining access to children, young people and vulnerable adults. All staff employed to work with or on behalf of children and young people in the Council must be competent.

All staff working with Children & Vulnerable Adults should be aware of; and share the commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults when applying for posts at Enfield Council.

Page 1 of 6
Job Role Profile and Person Specification
Published 18/10/2010
Last revised 3/7/18
PERSON SPECIFICATION

Job Title: Customer Services Officer Grade: 5

Department: Customer Experience Team: Customer Services

KNOWLEDGE, SKILLS & ABILITIES
HOW TESTED
Application – A
Test – T
Interview – I
Job Specifics – Skills, Experience, Knowledge, Behaviours

Essential:

1. As a regular and intrinsic part of this role requires you to speak to members of the public in English, the ability to converse at ease with customers and provide advice in accurate spoken English is essential and consistent with the requirements of this role. This role also requires you to be polite and courteous when conversing with the public.
2. This role requires you to use accurate written English when using webchat, facebook, twitter, website feedback emails and avoiding jargon and text speech.
3. Ability to facilitate shadowing and coaching of new or less experienced staff on a 1-2-1 basis and provide feedback to management about progress.
4. Capability to step up as Subject Matter Expert and provide technical advice to the head of service/management team for this area and accompany them to meetings if required.
5. Ability to triage and manage calls and other contacts by taking responsibility for effective resolutions or escalation where appropriate.
6. Inherent ability to act with integrity by taking ownership of and presenting issues with clarity and accuracy; whilst at the same time managing customer expectations factually and reasonably.
7. Ability to pay attention to detail by listening carefully and capturing communications accurately with a view to responding to every aspect of issues raised.
8. Ability to recognise one’s limits and when to rely on colleagues and supervisors for support; whilst proactively offering spare capacity and assistance to colleagues and managers.

Desirable:
1.Previous experience of working in a multi-functional customer facing and contact centre environment within local government.
2.Previous experience in managing enquiries relating to local council services such as council tax, benefits, registry and planning, etc.



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Behaviours

Appropriate behaviours are key to the delivery of our vision for Enfield.

We want staff who will work collaboratively, flexibly and constructively, and exhibit this ethos in all their dealings with residents, colleagues and partners. Our leaders will be exemplars of the following behaviours and encourage them in staff at all levels; 

Takes Responsibility
We want staff who are willing to make decisions and be accountable for them. Staff should have a positive can-do attitude where they see problems as challenges which can be overcome. They should accept responsibility for service delivery, be clear about their service offer and deliver what they promise.

Is Open, Honest and Respectful
We want staff who are comfortable and confident to acknowledge the difficulties and the barriers they face. They should also be able to constructively challenge the way things are done where there is evidence that it impedes service delivery. Challenge should be conducted in a professional, courteous manner with the aim of reaching a mutually agreeable resolution.

Actively Listening and Learning
We want staff who are prepared to actively listen and reflect on customer concerns with a view to understanding the customer’s point of view. Staff should be able to receive constructive criticism and be prepared to adapt the way they operate and deliver services where appropriate.

Working Together to find solutions
We want staff who can work collaboratively with other departments and partners, freely sharing their knowledge and skills to identify solutions to address customer concerns.

Candidates: Please ensure you address these behaviours in your responses to the essential and desirable (if applicable) criteria above.



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We are looking for Senior Customer Service advisor positions within our Customer operations Team . The role requires dealing with calls regarding Homelessness, Temporary accommodation enquiries, repairs and rent . It is a very fast paced office, so we expect our staff to promote a positive attitude. The candidate must also be comfortable with dealing with challenging calls and have an understanding and awareness of how to deal with complex enquiries .

Please ensure you only submit candidates who have previous customer contact experience or have previous experience of working in a call centre environment.

We have been designated as flexible workers which requires as to work at least 2 days a week in the office. You may be required to work in the office on additional days if you have training. Candidates will attend a 2-week training course both classroom and shadowing Working Monday to Friday 9 to 5