Job Role: Customer Enabling Service
Location: Birmingham
Hourly Rate: 13.26
Job Type: Temp
Main Purpose of the Role
To support the Customer Enabling Service in the delivery of a wide range of complex customer service and digital interface functions. The post holder will act as the first point of contact for customers, providing accurate information, advice, and guidance, ensuring enquiries are resolved efficiently and effectively while contributing to the Council's Customer Service and Digital Strategies.
Key Responsibilities
Receive, investigate, and resolve detailed enquiries from customers and service users, ensuring a professional, responsive, and customer-focused service.
Act as an advocate for customers, working closely with internal departments, partner agencies, and stakeholders to exceed customer expectations and achieve service standards.
Promote digital inclusion and support customers in accessing online services and digital tools.
Contribute to continuous service improvement by identifying and communicating customer insights and trends.
Support the delivery of Council and partner campaigns, initiatives, and community events. Key Tasks
Provide information, advice, and guidance to customers through a range of communication channels, including face-to-face, telephone, email, letter, webchat, and social media.
Communicate verbally and in writing using detailed knowledge of Council and partner services to resolve enquiries at the first point of contact.
Undertake surveys, telephone interviews, and data collection to capture customer feedback and insights for service improvement.
Act as the "front door" for the Council and partners, including meet-and-greet duties at City Hall, resolving or triaging customer enquiries appropriately.
Contribute to the implementation of the Council's Customer Service and Digital Strategies, supporting user-research activities and providing mediated/assisted digital services.
Support local Council campaigns, events, and programmes such as Covid Recovery, Neighbourhood Community Surveys, and Air Show activities.
Escalate and refer complex or challenging enquiries and complaints to management where appropriate.
Actively listen to customers, assess and anticipate their needs, and develop strong rapport to deliver a positive customer experience.
Ensure all customer contacts and decisions are handled in line with service standards, policies, and procedures.
Influence customers and colleagues to adopt Council policies and procedures when resolving enquiries. Key Competencies
Customer Focus
Communication and Interpersonal Skills
Problem Solving and Initiative
Teamwork and Collaboration
Digital Awareness
Accuracy and Attention to Detail
Adaptability and Resilience
