Customer Service Triage Officer

Lichfield District Council; Lichfield; Vor Ort; GBP 21.000 - 30.000; Vollzeit

Zusammenfassung

Lichfield District Council is seeking a confident Triage Advisor to join our Customer Service team. You will be the first point of contact for a wide range of council enquiries, handling telephone, face-to-face, online, email and correspondence.

You will record interactions accurately, provide clear information, take payments, assist with basic forms and pass complex issues to specialists. Experience in local government or CRM tools is an advantage.

Qualifikationen

• You will have experience in a customer-facing environment.
• You will have excellent written and verbal communication skills.
• You will be well-organised and accurate.
• You will be self-motivated, calm under pressure and respectful to customers and colleagues.
• Experience of local government services or CRM systems would be an advantage.

Aufgaben

• Respond to enquiries about services including waste and recycling, housing, council tax and electoral services.
• Listen, type and talk confidently to create accurate records and a positive customer experience.
• Take payments, support customers with basic forms and use customer relationship and document management systems.
• Work calmly and flexibly in a busy, process-driven environment, referring complex queries to specialist colleagues when needed.

Kenntnisse

Customer service experience

Written and verbal communication

Organised and accurate

Calm under pressure

CRM systems

Document management systems

Tools

CRM systems

Document management systems

Jobbeschreibung

We are looking for a confident, customer-focused Triage Advisor to join our Customer Service team. You will be a first point of contact for a wide range of council enquiries, helping customers by telephone, face to face, online, by email and through correspondence. You will provide clear information, accurately record interactions and resolve enquiries wherever possible at the first point of contact.

What you'll do

• Respond to enquiries about services including waste and recycling, housing, council tax and electoral services.
• Listen, type and talk confidently to create accurate records and a positive customer experience.
• Take payments, support customers with basic forms and use customer relationship and document management systems.
• Work calmly and flexibly in a busy, process-driven environment, referring complex queries to specialist colleagues when needed.

What you'll bring

You will have experience in a customer-facing environment, excellent written and verbal communication skills, and a well-organised, accurate approach. You will be self-motivated, calm under pressure and committed to treating customers and colleagues with respect. Experience of local government services or customer relationship management systems would be an advantage. Attached documents Triage Advisor Oct 26.docx

Working for us

We serve a population of around 100,000 residents within Lichfield and the district. Lichfield itself is a small cathedral city located 20 miles just north of Birmingham. We are one of the district's largest employers and offer a range of fulfilling job opportunities. Our team is at the very heart of our council - everyone, whatever their role, contributes to delivering great services to our local community. We are committed to equality and diversity, and work to ensure that our workplaces and our services are accessible to all. To see our full range of services , visit www.lichfielddc.gov.uk/ourservices and search careers for more information on how we work together to make Lichfield a great place to live and work. We very much hope that you will want to become part of our team as we move forward and modernise our services.