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Connect2Hampshire
,
Winchester, Hampshire
Highways Contact Adviser
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Contract Type: Contract |
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Salary: £9.55 per hour |
Overview
Responsible for resolving a range of incoming calls, including dealing with complex queries requiring specialist knowledge as they arise, through various channels. Work with all colleagues to ensure first time call resolution where appropriate and a customer experience which enhances the reputation of the County Council. Responsible for coaching and assisting colleagues so that their confidence and expertise is developed. Responsible for inputting into ongoing communications with colleagues in back offices so that front line staff work effectively with them. Responsible for following specialist policies and protocols so that appropriate information is given to our customers. Responsible for making preliminary assessments to ascertain caller's needs, To operate database systems and run reports as required. Responsible for deciding when to escalate calls to professional staff. Taking referrals from callers and ensuring they are given the correct priority. To operate, view, maintain and/or update client and contact systems ensuring all details are clearly recorded accurately to enable suitable service provision. To undertake training as required and to provide training to other team members so that knowledge and skills are shared. To manage relationships within the team and with all customers so that a friendly and supportive manner is demonstrated. To operate in such a way that the County Council's commitment to equality's, diversity, Health & Safety and sustainability are embedded in working practice and promoted to others. Be digitally aware and champion the use of cost effective self-service technology options, in order to support the most efficient customer journey/resolution. Key Decision Making Areas in the Role. Role holder must establish caller's needs and respond appropriately in view of the services offered. Role holder must provide information and decide when it is appropriate to signpost callers to other organisations or to hand them on to the back office. Role holder will frequently have to make an initial assessment regarding caller's needs and any special requirements. Role holder will have to determine the urgency of some calls and carry out a risk assessment to determine how they must be handled, in relation to Highways emergencies. Main Contacts - external/internal customer contacts and purpose Members of the public, existing and potential service users or their representatives to access any of the call desk services. Members of other organisations. Contact Advisers will be dealing with very stressed/distressed people who may become verbally abusive. Contact Advisers will be dealing with situations that may cause them distress. Contact Advisers must have the ability to express themselves fluently, clearly and concisely both verbally and in writing. They must be able to listen and empathise, control calls, communicate effectively and sensitively and deal diplomatically with difficult people. Role holders must have keyboard skills and the ability to use a number of different IT systems as a source of information, data updating, recording and communication. Contact Advisers must have good team working skills and the ability to relate to others pleasantly, promote a positive working culture, offer and receive advice from colleagues and keep calm and polite when working under pressure. Role holders must be able to demonstrate an understanding of customer service. Connect2Hampshire, part of Hampshire & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.