Customer Information Guide — Digital-First Support Specialist (Temp)

Connect2Swindon; Swindon; On-site; GBP 21,000 - 25,000; Full time

Job summary

Connect2Swindon, on behalf of Swindon Council, is recruiting a Customer Information Guide to support residents via the inbound call centre and Central Library. This temporary role looks to run up to February 2027 and focuses on delivering accurate information and signposting to online services while helping customers self-serve where possible.

You will listen to customer needs, respond with courteous, professional service, and work as part of a team to maintain high standards and timely

Qualifications

• Previous experience in a customer focused environment
• Computer literate and working knowledge of relevant IT software packages including Microsoft Office
• Ability to multitask
• Exemplary Customer Service skills. Aptitudes, Skills and Competencies
• Excellent communication skills - verbal and written.

Responsibilities

• To answer calls from residents, using our Call Centre technologies.
• To answer emails from customers using digital email technology.
• To serve our customers face to face at the Central Library.
• To listen attentively to customer requirements asking pertinent questions to establish facts in order to gain a full understanding of the customer's needs.
• To maintain customer service standards by answering customer's telephone calls and emails, being courteous, welcoming and professional at all times.
• Once the customer's needs are understood, give them the support and confidence to self-serve to answer their own query or by using Council equipment with a view to using their own where possible in the future.
• Where the customer is unable to self-serve even with your support, you will provide a clear and concise response to enquiries and ensure all information given is correct and accurate in response to the customer enquiry.
• Participate in the training, development and digital skills to help your team deliver the excellence our customers expect.
• Looking and suggesting ways for continuous Improvements
• To refer unresolved actions to the senior, Team Leader, or other areas.
• To adhere to the Data Protection Act.

Skills

Customer service

Communication skills

Microsoft Office

Multitasking

Keyboard skills

Verbal & written communication

Job description

Connect2Swindon, on behalf of Swindon Council, is recruiting a Customer Information Guide to support residents via the inbound call centre and Central Library. This temporary role looks to run up to February 2027 and focuses on delivering accurate information and signposting to online services while helping customers self-serve where possible.

You will listen to customer needs, respond with courteous, professional service, and work as part of a team to maintain high standards and timely