Customer Service Adviser

The Customer Service Team helps customers access the information and services provided by the Authority. The team covers a very wide range of duties so no two days are the same!

A typical morning on reception will involve welcoming and assisting the public with all sorts of enquiries. This may require getting information from paper files, searching our computer systems, or contacting one of our colleagues. A lot of our enquiries are about planning applications and we often show visitors how to search our website to check on the progress of an application.

On committee days we welcome public speakers and advise on the format of the committee.

In between all this we answer emails, manage meeting room bookings, accept deliveries, and maintain a well-presented reception area.

In the afternoon we may be working in the main Customer Service office. We deal with external telephone enquiries which can range from requests for publications to sending out various application forms. We are the first port of call for the IT helpdesk and often sort out word processor worries or spreadsheet snags for our colleagues.

We are also able to deal with a growing number of queries on behalf of other services thanks to our new ‘Customer Relationship Management' system which we have helped to develop. All initial planning enquiries are now logged into this system. We retrieve planning applications sent through the Planning Portal and scan in new planning applications so that they can be viewed on the website.

We add new documents onto the paper filing system. We help staff to locate the files and operate the computerised booking system. We collate and photocopy committee papers and prepare them for the website.

Although this is a challenging job it's also very satisfying to be able to help so many customers.

What qualifications and experience do I need?

• Good standard of general education, ECDL (or equivalent) or appropriate experience.
• Experience of administrative support services: document production, filing, post room, reception, photocopying, switchboard, working with customers.
• Experience of operating general office equipment eg fax machines, scanners and evidence of commitment to and delivery of good customer care.