Relief Customer Care Officer - Emergency Response

Job DescriptionThe purpose of this role is to ensure that all enquiries made to the 24 Hour-Emergency Response Team, are handled appropriately and effectively, with first class customer care. The post holder will demonstrate excellent communication skills, work to a high level of accuracy and have a strong customer service ethos.   There is a requirement to work flexible hours in a shift pattern as the service operates 24 hours, 7 days per week.​ RequirementsAs a minimum to be able to demonstrate skills and experience in: Working under pressure in a busy environment whilst delivering a high standard of customer service. ​Working in a relevant customer facing role. ​Consistently meeting service targets ​Using IT systems and standard ICT packages, such as the Microsoft Office suite of software. ​Handling difficult / emergency situations.​ Responsibilities ·         Answer incoming contact (calls, web, emails etc.) handling all enquiries appropriately, recognising vulnerability and taking any necessary steps to ensure the well-being of the customer.  ·         ​Give appropriate advice in accordance with organisational standards, procedures and legislative requirements.  ·         ​Provide effective support to a diverse customer base using a calm and sensitive approach.  ·         ​Identify emergency situations and take appropriate actions.  ·         ​Seek and provide first time resolution for all calls whenever possible.  ·         ​Engage with customers in a friendly and professional manner to deliver the highest standards of customer care.  ·         ​Accurately record data on a variety of IT systems and prioritise requests according to set processes.  ·         ​Identify opportunities to improve the customer experience, including cross servicing options where customers would benefit from other council services.  ·         ​Proactively raise any issues and collaborate across the team to devise improvements and refinements to the service  ·         ​Align with corporate objectives, standards and behaviours.​​