Customer Services Information Guide (Contact Centre)

Who You Are

You are an individual who is passionate about providing support to residents, with an ability to understand their needs. You are committed to promoting a digital-first approach, enabling customers to access information online.

What the Job Involves

This role involves supporting residents of Swindon through an inbound call centre to access a variety of council services. You will deliver a support service that not only helps customers online but also guides them to relevant support services, both within and outside the council. Additionally, you will provide information on council services, and escalate queries and requests to the appropriate service areas when necessary.

Skills

• Excellent communication skills
• Strong problem-solving abilities
• Customer service experience
• Familiarity with digital platforms
• Ability to manage and escalate requests