Customer Access Officer Ref: 20-24

Salary: Grade 10, £23,152 per annum
Hours: Full-time, 37 hours per week
Place of Work: Elizabeth House, Dereham (remote-enabled)
Contract term: 12-month fixed term

Would you like a job where what you do:

• Makes a difference to customers and businesses across the Breckland district
• Allows you to play a pivotal role in helping transform the way customers can reach us

Our telephone contact centre is at the very heart of the Council and the gateway through which our customers access our services, give us valuable feedback and receive the help and advice they need.

Our customer access team play a pivotal role in helping transform the way that customers can reach us and our innovative and exciting technology and digital strategy developments including web chat will see the contact centre taking even more of a lead at the customer interface.

Our team can go on to expand their careers within different areas of the Council and we pride ourselves on the development support we provide.

We are growing our service and offer exciting opportunities for ambitious and motivated people with a passion for excellence in customer service to join our team.

You will:

• Understand the customer issues
• Take ownership of service requests
• Fully utilise the main CRM Frontline system to steer queries to a successful conclusion
• Effectively use other specialist conclusion
• Increase knowledge in different Council departments
• Make connections between the customer's initial request and the various services the Authority offers

About you:

Collaborative

• I look for ways to work in partnership and listen supportively to the ideas of others, building on their ideas, while sharing my views and knowledge.
• I recognise the skills, talent and experience of others and reach out to them for their contribution and input.
• I recognise, appreciate and praise others for their contribution.

Ambitious

• I always ask myself 'How could we do this better?', taking ownership of change and helping others to understand, adapt, implement, and embed it.
• I have an open mindset, take risks and explore new ways of doing things.
• My approach to work is filled with positivity and optimism.
• I am a proud ambassador, taking pride and responsibility for the work we do and encouraging others to do the same.

Results-driven

• I review my own performance and ask for feedback to learn and improve.
• I make sure I am clear on what I need to achieve, keeping a focus on results and solutions.
• I am driven, showing courage and resilience even when things don't go to plan.
• I keep to my promises and challenge myself and others to deliver high-quality services.

Empowering

• I show energy and drive to explore new opportunities and challenge the status quo - acting on opportunities to generate income or reduce costs, embracing new technology and promoting digitalisation.
• I ask for help and support when needed, and take responsibility if things don't go well, learning from it for my own and for the organisation's development.
• I appropriately challenge unacceptable behaviour.

Supportive

• I treat others as I would want to be treated myself, ensuring that I am welcoming, friendly and approachable.
• I care for my colleagues, take an interest in them, and show support for their personal identities and what's important to them.
• I understand and take care of my own wellbeing, as well as the wellbeing of those around me.
• I give time to colleagues who need help or support.

OK, I'm interested...but is it really the job for me?

This is an exciting and challenging opportunity for you to apply your exceptional interpersonal skills to add real value to our customers' experience through your ability to evidence:

• Confident communication skills
• Taking ownership of and resolution of complex enquiries
• Confidence in dealing with wide range of people and challenging behaviour
• Organisational skills and accurate record keeping
• Intuitive ICT skills
• Passion for excellence in customer service
• Working flexibly and proactively as part of a team