Main Purpose of the role -Providing the first point of contact for the Council's customers, helping to meet theaims of the Council's Customer Care Strategy to maximise accessibility to theorganisation.* Resolving 80% of contacts at first point of contact and delivering efficient, bi-lingual,customer focused services.* Acting as the customer's advocate, dealing with an extensive range of enquiries andservice requests presented by telephone and electronic media. Main Duties include- To take ownership of customer contacts by acting as the customer's advocate untilthe contact is resolved, or in a minority of cases, transferred once to the correct officer.Dealing at all times courteously, efficiently and sensitively with all customerscontacting the Contact Centre by either telephone or electronic media.* To provide prompt and accurate advice, information and assistance to customers inrespect of an extensive range of enquiries, including correctly identifying andprocessing each contact in accordance with defined procedures. This will includeservice requests and complaints, making appointments, providing advice on a rangeof applications and on-line assistance in completing forms, and arranging for literatureto be sent to customers. (The range of services and degree of complexity will increaseover the implementation period of the Contact Centre).* To make decisions on a daily basis, including determining eligibility for specific Councilservices, within established guidelines by maintaining a broad knowledge of relevantlegislation and the application of a high degree of initiative.* To co-operate with colleagues in other service areas to ensure the highest levels of firsttime call resolution and customer satisfaction.* To undertake administrative tasks as required to support the operation of the ContactCentre.* To undertake outbound calls according to operational needs, including assisting inthe recovery of monies owed to the Council by negotiating with customers to makearrangements for future payment following the issue of summonses.* To utilise a wide range of Council IT systems and databases to support processing ofcustomer requests and to ensure accurate recording of contact details inaccordance with agreed procedures and protocols. To ensure confidentiality of datais maintained in compliance with the Data Protection Act.Randstad Business Support acts as an employment business when supplying temporary staff and as an employment agency when introducing candidates for permanent employment with a client. Randstad Business Support is an equal opportunities employer and decisions are made on merits alone.