Customer Service & Enquiries Specialist

On-Recruitment; Bryn-y-Baal; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Referral reward (£250)

Job summary

On-Recruitment is seeking a customer service professional to handle enquiries and complaints from multiple channels, including in person at reception, by written correspondence, email and telephone. You will provide clear information and escalate as needed.

Responsibilities include recording and allocating cases in the CRM, liaising with departments and customers, following council procedures, and promoting online services.

Qualifications

• Handling customer enquiries with clarity and courtesy
• Record and allocate cases in the CRM accurately
• Coordinate with council departments and MPs to obtain timely responses
• Provide comprehensive information on services and processes
• Promote online services and digital access improvements

Responsibilities

• Handle customer enquiries, provide immediate advice where possible, and accurately record and allocate cases using the CRM system.
• Record, allocate and monitor formal complaints and customer enquiries in line with Council procedures, policies and performance targets.
• Liaise with Council departments, customers, MPs and Members of the Senedd to obtain timely responses, provide updates and prevent unnecessary escalation.
• Provide comprehensive information on Council services, policies and procedures, while promoting online services, My Account and other relevant Council provisions.
• Make outbound calls to follow up enquiries and complete transactions, while helping maintain accurate online/intranet information and identifying opportunities to improve digital access.

Job description

On-Recruitment is seeking a customer service professional to handle enquiries and complaints from multiple channels, including in person at reception, by written correspondence, email and telephone. You will provide clear information and escalate as needed.

Responsibilities include recording and allocating cases in the CRM, liaising with departments and customers, following council procedures, and promoting online services.