Customer Advisor

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. 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 Customer AdvisorAccountabilities and 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 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 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 ..... full job details .....