Customer Advisor - Grade C

Plymouth City Council is committed to providing access, aids, adaptations and alternatives wherever possible and reasonable adjustments to enable people with disabilities to fulfil the criteria for, and undertake the duties of its’ jobs.

ROLE PROFILE

Role profile Role Title Customer Advisor Role Grade: GRADE C Role Reference: N186 Reports to: Team Leader or Registrar of Births, Deaths & Marriages Behavioural Competency Job Type: Customer facing Worker Work Style Definition Office based hot–desk/touch down worker Primary Purpose of role:

To deliver an excellent, customer focussed front line service in writing, online, in person and over the phone actively taking ownership of issues and seeing them through to resolution

Key Accountabilities & Key Measures

Role Outcomes  Deal with enquiries, providing advice and guidance to customers (30%)  Check applications, consider evidence, make decisions and produce documents based on set criteria (30%)  Take ownership of issues and see through to a resolution for customers, keeping them informed as required. (30%)  Maintain an awareness of changes to guidance and local policies/procedures (10%) Role Measures  Accuracy of work  Work rate  Turnaround time  Customer satisfaction  Customer compliments  Justified complaints Key activities

 Communicate with customers in a variety of ways (including face to face, online, over the phone) providing clear information about how to access services. Book appointments according to local guidelines, supporting customers by clearly explaining the requirements to produce evidence to support applications and appointments. (30%)  Accurately produce documents according to guidance and local policies/procedures within set time frames (30%)  Accurately update information on relevant systems e.g. Academy, Civica, Radian and Central (15%)  Handle and process customer data, payments and stock in a secure and confidential manner on daily basis e.g. financial transactions for chargeable counter services (15%)  Proactively provide suggestions to the team on measures to improve the service in terms of efficiency, customer experience and best practice (2%)  Promote services and resources including through the preparation of displays and distribution of posters, leaflets and external advertising (2%)  Where required, work alone and at times be responsible for security, such as locking and unlocking buildings, holding keys and setting and unsetting intruder alarms (2%)  Effective liaison with external agencies, for example representatives from Government Departments and Emergency Services, as required (2%)  Undertake other duties appropriate to the grade of the post (2%) Essential Qualifications / knowledge  Competent user of ICT including Microsoft Office, (Word, Excel, Access and Outlook) or equivalent  Knowledge of appropriate service area  2 GCSEs Grade A*-C (9-4)or equivalent in English and Mathematics, or equivalent work experience  A willingness to undertake appropriate and regular training as required. Desirable Qualifications / knowledge  Customer care qualification/training  Basic knowledge of relevant legislation, policies and registration procedures  Experience of using registration software Essential Experience  Experience of giving information and signposting customers in a tactful and professional manner face to face, over the phone, online and in writing Desirable Experience  Knowledge and experience of diffusing difficult situations, including Safeguarding requirements.  Financial transactions, including cash handling Essential Skills

 Ability to process basic service requests across a range of subjects  Ability to show initiative when dealing with customer enquiries  Ability to keep calm when dealing with people who, through their circumstances, can be angry, confused or upset.  Ability to take responsibility for completing a task to help a customer, reducing waste and unnecessary bureaucracy  Ability to prioritise and manage day to day tasks in order to deliver a good service  Communication skills to provide information and signpost customers, some with specific communication needs, when dealing with their enquiries and complaints  Keyboard skills required to accurately create letters, spreadsheets, use databases and data entry, and the ability to competently use relevant IT systems (to be used and accessed by internal and external agencies i.e. KPI monitoring)  Numeracy skills required for carrying out calculations and ensuring the accuracy of data  Literacy skills required including spelling, grammar and punctuation for dealing with letters, documents  Judgment and creative skills are required for solving routine problems, assessing customer applications and signposting to other services and departments  Ability to be decisive and make criteria based decisions - weighing up evidence against set criteria  Customer care skills are required to deliver an excellent service to customers  Team working skills and the ability to work together with colleagues to deliver a cohesive, joined-up service to customers  Time management skills to prioritise work appropriately, be punctual and meet deadlines.  Preparation and planning skills, to assist with activities and events Corporate Standards  In accordance with Council policies and guidance on information management and security, it is your personal responsibility for data protection, client confidentiality and information governance.  Act at all times in accordance with appropriate legislation and regulations, codes of practice, the provisions of the Council’s constitution and its policies and procedures.  Work within the requirements of the Council’s Health and Safety policy, performance standards, safe systems of work and procedures.  Undertake all duties with due regard to the corporate equalities policy and relevant legislation.