Customer Access Officer Ref: 40-25

Experience and Knowledge

Essential

• Proven experience in a front line position within a customer service or contact centre environment.
• Microsoft office software.
• Knowledge of variety of services provided by Local Government.
• Ability to search and navigate the Internet effectively.
• Knowledge of and ability to access, read and maintain a variety of databases.

Desirable

• Previous local authority experience.
• Knowledge of:
  • Academy
  • Comino
• A working knowledge of customer relationship software preferably GOSS CRM

Qualifications

Essential

• A good standard of spoken and written English (GCSE English at grade C / Level 4 or above, or equivalent qualification or experience).

Desirable

• NVQ customer services.
• ECDL or equivalent computer skills.

Behaviours

Collaborative

I encourage individuals and teams to work, learn and deliver together

Ambitious

I am motivational and drive positivity; taking an optimistic approach and engaging others

Results-Driven

I am flexible ensuring I provide the best possible service, wherever and whenever is best for the customer

Empowered

I ask for help and support when needed

Supportive

I treat others as I would want to be treated myself ensuring I am welcoming, friendly and approachable

Health & Safety (exposure to risk)

• Observe H&S standards
• Deal with challenging customer behaviour