Temporary Customer Service Triage Officer

Lichfield District Council; Lichfield; On-site; GBP 21,000 - 25,000; Full time

Job summary

Lichfield District Council is seeking a confident, customer-focused Triage Advisor to join our Customer Service team. You will be the 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.

Qualifications

• Experience in a customer-facing environment.
• Excellent written and verbal communication skills.
• Well-organised and accurate approach.

Responsibilities

• Be the first point of contact for council enquiries via phone, face to face, online, email and correspondence.
• Record interactions accurately and resolve enquiries at first contact where possible.
• Take payments and assist customers with basic forms using CRM and document management systems.
• Refer complex queries to specialist colleagues as needed.

Skills

Customer facing

Communication

Organised

Calm under pressure

Respectful

Job description

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