​

3 months contract with local authority

Main Purpose:

• Provide seamless local service delivery through a customer-focused, personalized service of high quality and efficiency that meets the needs of managers and service users.

Summary of Responsibilities and Duties:

1. Customer Enquiries:
   

• Answer all enquiries in a timely, courteous, and professional manner, using Council IS systems as appropriate.

• Actively listen to callers to assess and clarify their needs.

• Provide customers with the most up-to-date information.

2. Communication:
   

• Handle inbound and outbound phone calls, emails, internet, in-person, letter, and fax enquiries.

3. Transaction Processing:
   

• Accurately and swiftly process transactions, including debtors and creditors, and update IS as appropriate.

• Undertake banking as required.

4. Bookings and Paperwork:
   

• Take bookings and progress paperwork and payments to meet internal and external customer needs.

5. Document Production:
   

• Use IS to produce documents and reports to meet internal and external customer needs.

6. Follow-Up Actions:
   

• Undertake follow-up actions to process enquiries and keep customers informed.

7. Information Packs:
   

• Collate and prepare information packs.

• Envelope, sort, and distribute information packs and other post.

8. Stock Control:
   

• Order, receive, check, and distribute stationery/catalogue items.

9. Complaint Handling:
   

• Record complaints accurately and take appropriate action.

• Prepare and send acknowledgment letters.

10. Information System Updates:
    

• Update IS as required to ensure accuracy of information.

11. Service Improvement:
    

• Proactively identify areas for service improvement within support services and share best practices and problem-solving.

12. Standards Compliance:
    

• Ensure all activities are performed and completed to agreed standards.

13. Team Support:
    

• Provide mutual support to colleagues within the unit and assist in the training and development of colleagues.

14. Service Development:
    

• Proactively identify opportunities for developing/improving the services delivered by the Support Services Team.

15. Self-Development:
    

• Seek opportunities for continuous self-development.

16. Additional Duties:
    

• Undertake any other duties commensurate with the level of the post to ensure the efficient and effective running of the Department/Section.

​