Customer Services Information Guide (Contact Centre)

Customer Information Guide

Connect2Swindon are recruiting a Customer Information Guide to support Swindon Council, this is a Temporary Role looking to run up to February 2027.

Purpose:

• To support the residents of Swindon via our inbound call centre, in accessing the many services provided by the council.
• To support the residents of Swindon face to face at the Central Library.
• 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 and accountability's:

• To answer calls from residents, using our Call Centre technologies.
• To answer emails from customers using digital email technology.
• To serve our customers face to face at the Central Library.
• To listen attentively to customer requirements asking pertinent questions to establish facts 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. Supplementary Accountability's
• Efficient use and support for efficient use of electronic systems supporting our residents in raising housing repairs, missed collections and other enquires.
• Developing and maintaining effective relationships and communication with our residents, providing exemplary assistance. Decision making.
• Ability to work in a fast-paced environment and meet KPI targets.
• Ability to respond swiftly in appropriate situations
• Effectively use supervision and peer support to reflect and learn Creativity and innovation
• Work independently and part of a team to deliver positive KPI results.
• To reflect on and improve performance by investing time in personal development to improve performance.

Qualifications: Essential or Desirable

• Detail the Specialist knowledge and/or a deep theoretical understanding of work area, this may be through a specific and relevant qualification or equivalent work experience. E/D Knowledge and Experience.
• Previous experience in a customer focused environment
• Computer literate and working knowledge of relevant IT software packages including Microsoft Office
• Ability to work in a fast passed environment.
• Ability to multitask.
• Good keyboard skills and the ability to work under own initiative within a pressured team-based environment.
• Exemplary Customer Service skills. Aptitudes, Skills and Competencies.
• Excellent communication skills - verbal and written.
• Ability to work in a fast passed environment.

Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy.