Summary

Responsibilities

• Deliver exceptional customer service through telephony, reception, and administrative functions.
  


• Provide general advice, book requested services, and accurately record complaints.
  


• Handle telephone inquiries in accordance with established procedures for each Service Area.
  


• Foster positive working relationships with other Council departments and external organizations.
  


• Perform administrative tasks such as faxing, filing, photocopying, typing, mailing, and data entry.
  


• Undertake reception duties as needed.
  


• Train staff in the use of systems and protocols.
  


• Maintain adequate stocks of stationery and consumables.
  


• Manage generic email boxes, ensuring service requests and complaints are addressed daily.
  


• Utilize the Council-wide CRM database to handle service requests and complaints appropriately.
  


• Ensure timely and appropriate banking of any received funds.
  


• Support Emergency Planning operational staff during crises, such as flooding or pollution control.
  


• Adhere to health and safety responsibilities as outlined in the Division’s Health & Safety document.
  


• Perform additional duties as required by the Service Director or as part of a development opportunity.
  


• Travel independently across the County Borough Council area to provide coverage in other offices as needed.
  

• Strong customer service skills and experience in administrative and reception roles.
  


• Ability to handle inquiries and complaints professionally and efficiently.
  


• Proficiency in using CRM databases and managing email communications.
  


• Excellent organizational skills and attention to detail.
  


• Capability to train and support other staff members.
  


• Flexibility to travel independently within the County Borough Council area.
  


• Commitment to health and safety standards and emergency support readiness.