About The Service
We currently have an opportunity for an enthusiastic and self motivated individual to join the Customer Services team and champion the on-going promotion of customer service throughout the authority by collaborative working with all service area partners. If you are driven by excellent customer service, have experience in a coaching/training environment, and have a can do attitude then this career opportunity could be for you.
About the job
The post holder will be responsible for delivering the 3 key requirements identified for the directorate as detailed below: To ensure consistency with the quality of training provided throughout the Customer Service directorate through the design and delivery of bespoke training packages that provide L&D solutions. Ongoing promotion of customer service throughout the authority by collaborative working with all service area partners. The overseeing and developing of stakeholder relationships, both internal and external, including Job Centre Plus, CAD and various technical solution providers
What We Are Looking For From You
Take information and design learning around it in a way that is engaging and caters for different learning styles. The post holder will also need to design documentation to accompany intervention such as slides, handouts and training activities. Post holder in the main is free to choose content and method of delivery but content and delivery must comply with Welsh Language Service Standards requirements and meet legislative requirements such as PCI (Payment Card Industry) and GDPR. Adapt training needs to those of the individual and equality impact assessing all training. Post holder will frequently provide coaching/mentoring and supervision to council employees. Be responsible for coordinating the testing of new software and systems, capturing and reporting identified ‘bugs’ or anomalies during stand-up sessions in line with agile working practises. Influence the development of functionality for said packages based on expert knowledge of service delivery.
Additional information
This post is temporary until 31st October 2023.
The Contact Centre currently operates between 8:30am – 8pm (currently 6pm) Monday to Friday and an appropriate shift pattern is in place, however these hours/days may be subject to change.
This vacancy is suitable for post share.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
Due to the current interim working arrangements, we are unable to provide recruitment packs or accept application forms via the post.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:-
• Application Guidance
• Applying for jobs with us
• Behavioural Competency Framework
Additional Information:-
• Employee Charter
• Recruitment of Ex-Offenders
• Privacy Notice
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