Position Overview & Specifications
This is a great opportunity to join a busy multi-skilled Contact Centre team dealing with enquiries through multiple channels, e.g. face to face, telephone, social media, webform, and web-chat.
We are looking for presence in both our Totnes and Tavistock offices but there will also be an opportunity for agile working during some days of the week. Reception facilities at Tavistock are open on a Tuesday so support until 4:30pm on that day would be essential for some roles.
Your main duties will be to manage and resolve customer issues through a range of channels (voice, text, and process based) all managed and controlled through a single software system. You will also support and encourage customer empowerment and self-serve.
Customer demand is generally earlier in the day and earlier in the week so we are offering multiple roles focused on supporting times of higher demand. Taking this into account, we can offer and will consider a range of flexible working patterns to help you work around other commitments. When submitting your supporting statement please explain your preferred working pattern, hours, location and consideration for permanent or temporary roles.
If you have good communication skills, work well under pressure, enjoy working as a team and always looking to improve Customer Service then this could be the job for you.
IMPACT: Band D
The IMPACT Behavioural Framework has been developed to support the ambitions for our workforce. The framework aims to enhance both individual and organisational performance and will be applied in recruitment, performance management and career progression. It defines the behaviours that all colleagues across both councils are expected to consistently demonstrate at work. The framework can be found on the right hand side of this page under ‘Related Information’.