Customer Information Guide
Job specification
We are offering an exciting opportunity for a Customer Services Information Guide to join our modernised Customer Service Team. As a Customer Services professional, you'll excel in assisting customers by processing and resolving issues.
Your next role
Support the residents of Swindon to access the many services provided by the council. To deliver an evolving support service whereby we encourage and support customer to access information online; adopting a digital first approach.
Understanding the customers’ needs and signposting to relevant support services either inside or outside of the Council. Giving information on Council Services where it’s not available, escalating queries and requests for work to the relevant service area.
Key responsibilities include:
- 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.
- Where the customer is unable to self-serve even with your support, you will provide a clear and concise response to enquiries and ensure all information given is correct and accurate in response to the customer enquiry.
- Participate in the training, development and digital skills to help your team deliver the excellence our customers expect.
- Looking and suggesting ways for continuous Improvements
- To refer unresolved actions to the Senior, Team Leader, or other areas.
- To adhere to the Data Protection Act.
Must haves:
- Enthusiasm, proactivity and positivity.
- Previous customer services experience, preferably in a contact center environment
- Exemplary customer service skills
- Role mode positive behaviors
- Excellent listening skills
- Ability to communicate effectively in a team
- Ability to work in a fast-paced environment
- Ability to multi task
- Good keyboard skills and the ability to work under own initiative within a pressured team-based environment.
Candidates must be fluent in the English language (as a requirement of Part 7 of the Immigration Act – for the effective performance of a customer-facing role).
Your next package
Please see our Rewards and Benefits offer for more details.
As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.
For Swindon to thrive in the future, we need to lay the foundations now. It’s why our regeneration and transformation programmes are already underway. So, you’ll be joining us at an exciting time on our journey. We’ll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we’ll achieve our vision of a prosperous, re-vitalised Swindon together. And you’ll be proud to say it was made better with you.
Please see our Vision and Values page for more details.
Please see our new Swindon Plan.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.
Your next steps
Read the role profile and select the Apply button where you will be redirected to the Swindon Borough Council website to complete our online application process. Clicking the ‘Apply’ button on this job website is not an application, you must register on the Swindon Borough Council website in order to be considered for the role.
Potential applicants are sometimes put off if they don’t meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we’d love to hear from you.
As an inclusive employer, we welcome applications from a diverse range of communities, and in particular disabled people and people from ethnic minorities. Read our statement of commitment to equality & inclusion.
For further information about the role please contact Shauna Wilson, Customer Services Information Guide at swilson@swindon.gov.uk
Please note previous applicants need not apply.
If you are experiencing technical issues submitting your application please email resourcing@swindon.gov.uk