Customer Services Information Guide (Contact Centre)

Job Category:   Admin & Clerical

Job location: Civic Campus, Euclid Street, Swindon, SN1 2JG,
Swindon Borough Council
Hours per week: 37

Start date: Immediate start
Salary: £13.90 per hour

•  To answer calls from customers, using our Call Centre technologies.
• To answer emails from customers using digital email technology.
• To listen attentively to customer requirements asking pertinent questions to establish facts in order to gain a full understanding of the customer’s needs.
• To maintain customer service standards by answering customer’s telephone calls and emails, being courteous, welcoming and professional at all times.
• Once the customers’ needs are understood, give them the support and confidence to self-serve to answer their own query or by using Council equipment with a view to using their own where possible in the future.
• To refer unresolved actions to the senior, Team Leader, or other areas.
• To adhere to the Data Protection Act.