Main purpose of job
As part of the Customer Hub team, the post-holder will report to the Customer Services Team Leader and be responsible for:
- Ensuring the provision of a professional customer service to a range of internal and external customers, including elected members, across a variety of channels (including online, telephony, email and web chat and face to face).
- Interacting with and assessing customer’s needs in relation to service delivery, delivering information in relation to customer enquiries and resolving customer enquiries at the first point of contact where appropriate, including identifying and helping to mitigate instances of service failure.
- Acting as an advocate for the customer at all times and contributing to the delivery of an enhanced customer service experience which promotes digital first and supports the development of a customer centre of excellence within the Council.
- Participation is required to support the provision of a reactive emergency response service and this may require some out of hours working.
As females are currently known to be under-represented in this job group, in Belfast City Council, applications from this group would be particularly welcome.
And as young people (people under the age of 35), people with a disability and people from minority ethnic communities are currently under-represented in Belfast City Council, applications from these groups would be particularly welcome.
As part of our commitment to equality of opportunity we offer a Guaranteed Interview Scheme (GIS) for disabled applicants who meet the essential criteria for the post.
Belfast City Council is an Equal Opportunities Employer.
All applications for employment are considered strictly on the basis of merit.