Relief Customer Care Officer - Emergency Response - ABC13590

Job Description

The purpose of this role is to ensure that all enquiries made to the 24 Hour-Emergency Response Team, are handled appropriately and effectively, with first class customer care. The post holder will demonstrate excellent communication skills, work to a high level of accuracy and have a strong customer service ethos.   There is a requirement to work flexible hours in a shift pattern as the service operates 24 hours, 7 days per week.​ 

Requirements

As a minimum to be able to demonstrate skills and experience in:

• Working under pressure in a busy environment whilst delivering a high standard of customer service.
• ​Working in a relevant customer facing role.
• ​Consistently meeting service targets
• ​Using IT systems and standard ICT packages, such as the Microsoft Office suite of software.
• ​Handling difficult / emergency situations.​

Responsibilities

·         Answer incoming contact (calls, web, emails etc.) handling all enquiries appropriately, recognising vulnerability and taking any necessary steps to ensure the well-being of the customer. 

·         ​Give appropriate advice in accordance with organisational standards, procedures and legislative requirements. 

·         ​Provide effective support to a diverse customer base using a calm and sensitive approach. 

·         ​Identify emergency situations and take appropriate actions. 

·         ​Seek and provide first time resolution for all calls whenever possible. 

·         ​Engage with customers in a friendly and professional manner to deliver the highest standards of customer care. 

·         ​Accurately record data on a variety of IT systems and prioritise requests according to set processes. 

·         ​Identify opportunities to improve the customer experience, including cross servicing options where customers would benefit from other council services. 

·         ​Proactively raise any issues and collaborate across the team to devise improvements and refinements to the service 

·         ​Align with corporate objectives, standards and behaviours.​​