Job description

About The Service
The highly acclaimed, multi-award winning Contact Centre provides a customer focused response on a range of Council services to the people of Cardiff and other service users through multiple channels of access including telephone, web contacts, web chat,chat bot, e-mail, voice mail and text. If you are driven by excellent customer service and have a can do attitude then this career opportunity could be for you
About the job
The post holder will be required to support and advise a wide range of customers and team members and will work with the supervisor to ensure the majority of customer enquiries are resolved at the initial point of contact and that the highest level of customer service is achieved.
What We Are Looking For From You
Successful candidates should be team players with a good appreciation of maximising the benefits of information technology in a customer-focused environment and have the ability to develop and maintain productive working relationships with all service areas to ensure the highest levels of first time call resolution and customer satisfaction.
Additional information
This post is a 2 year secondment Internal candidates who wish to apply for this position on a secondment basis must obtain approval prior to application using Form SEC1 (4.C.081). Requests may only be approved by the relevant Director/ Assistant Director/ Chief Officer or senior nominated officer graded no lower than OM2 or in the case of schools based staff the Headteacher / Governing Body. The Contact Centre currently operates between 8:30am – 8pm (currently 6pm) Monday to Friday and an appropriate shift pattern is in place, however these hours/days may be subject to change. This vacancy is suitable for post share. We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications. Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website: Important information you need read in order to complete your application:- • Application Guidance • Applying for jobs with us • Behavioural Competency Framework Additional Information:- • Employee Charter • Recruitment of Ex-Offenders • Privacy Notice
Job Reference: RES00934

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