Customer Services Information Guide (Contact Centre)

Customer Information Guide Connect2Swindon are recruiting a Customer Information Guide to support Swindon Council, this is a Temporary Role looking to run up to February 2027.Purpose: To support the residents of Swindon via our inbound call centre, in accessing the many services provided by the council. To support the residents of Swindon face to face at the Central Library. To support the residents of Swindon via our inbound call centre, in accessing the many services provided by the council. To deliver an evolving support service whereby we encourage and support customer to access information online; adopting a digital first approach. Understanding the customer''s needs and signposting to relevant support services either inside or outside of the Council. Giving information on Council Services where it''s not available, escalating queries and requests for work to the relevant service area.Key responsibilities and accountability''s: To answer calls from residents, using our Call Centre technologies. To answer emails from customers using digital email technology. To serve our customers face to face at the Central Library. To listen attentively to customer requirements asking pertinent questions to establish facts in order to gain a full understanding of the customer''s needs. To maintain customer service standards by answering customer''s telephone calls and emails, being courteous, welcoming and professional at all times. Once the customer''s needs are understood, give them ..... full job details .....