Customer Service Adviser

To provide comprehensive and effective Customer Service and business support functions across location to assist in the effective and efficient running and development of the services. Principal accountability's: Act as the main point of contact for client, dealing with enquiries from members of the public, members and BHCC departments by phone, email and electronic contact and postal queries. To respond to telephone, electronic and postal enquiries directly where possible or to ensure that the enquiry is placed with the relevant officers according to priority, acknowledging the enquiry and providing the response to the sender once available. Coordinate responses to Formal Complaints, Councillor Enquiries and Freedom of Information requests, liaising with managers and other departments where required to ensure the response is issued by the corporate or statutory deadline. Prioritise technical and health and safety enquiries from the public, sport and community organisations, officers and members, ensuring that procedures are followed and accurately recorded where appropriate, including reporting incidents involving members of the public. To be responsible for carrying out detailed ownership searches for the issuing of legal documentation using both council and external systems. To prepare invoice requests in respect of fees submitted. To provide assistance in the office on tree surveys relating to arboricultural projects and new tree preservation orders. Managing, recording and accessing information, including sensitive and confidential information. Participate in staff meetings, personal training and development activities and supervision sessions as required.

Job-related education, qualifications, and knowledge:

• Educated to NQF level 2 or equivalent experience
• Some knowledge of the range of Council services
Experience:
• Experience of communicating with members of the public, investigating and feeding back outcomes
• Experience of working in a Customer Service role within a busy operational office
• Experience of dealing with and resolving technical enquiries and complaints
• Experience of producing written responses and preparing reports for a range of audiences
Skills and abilities:
• Excellent IT / computer skills to include Word and Excel and Outlook
• Ability to carry out detailed searches/research
• Good numeracy and accuracy skills
• Ability to work flexibly as part of a busy specialist team
• Ability to be discreet and treat sensitive information/documents as confidential
• Ability to work on own initiative to deal with incoming enquiries/correspondence and, where appropriate, to allocate to relevant officers
• Ability to compose and generate own correspondence accurately and to a high standard
• Ability to plan and prioritise own workload under minimal supervision when required
• Ability to deal tactfully and sensitively with bereaved customers in relation to donating trees in memoriam
• Ability to liaise effectively with managers on complex issues
• Ability to work proactively to resolve varied and less straight forward range of issues.