s o u t h e n d o n s e a b o r o u g h c o u n c i l- workingfor essex（s o u t h e n d o n s e b o r o u g h c o n c i l - workingfor埃塞克斯）（7页）.docVIP

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2017-01-23 发布于四川
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s o u t h e n d o n s e a b o r o u g h c o u n c i l- workingfor essex（s o u t h e n d o n s e b o r o u g h c o n c i l - workingfor埃塞克斯）（7页）.doc

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SOUTHEND ON SEA BOROUGH COUNCIL Support Services Customer Service Centre JOB PROFILE JOB DESCRIPTION Job Title Senior Customer Service Officer Reports To Assistant Customer Service Manager Structure chart Attached Level Generic Level 7 Main Purpose of the Job To supervise a group of staff to ensure delivery of the highest standards of customer care to all customers contacting the Council, both externally and internally. To resolve complex and multiple customer queries at the first point of contact to maximise customer satisfaction. To identify and carry out the actions needed for effective resolutions ensuring compliance with the relevant statutory regulations, codes of practice and agreed procedures ensuring that operations are as economical and effective as possible To proactively support and encourage colleagues to deliver first class customer care and services and where possible to resolve customer enquiries at first point of contact. Key Responsibilities To proactively respond to and resolve, in a timely and courteous way, contentious and multiple customer queries received by any access method within the Customer Service Centre. To manage resources to meet forecast peaks Ensure that staff within the Customer Service Centre are given the appropriate training, tools and support to enable them to undertake the duties required of them. Ensure that Equality Impact assessments are undertaken for any new processes and procedures. Ensure existing and all new staff receive equalities and diversity training and existing staff receive regular refresher training Ensure that appropriate procedures are implemented and adhered to within the stipulated timescales, obtaining all information necessary to process or resolve a query. Act as the first escalation point for complex or contentious complaints and issues, only referring to the Assistant Manager where appropriate. Manage the performance of the team by effectively using performa