Call Services Assistant
Service: Support Services
Grade scale: Grade 2 level 1
Reports to: Call Services Team Leader
Purpose of the job
To contribute to the operation of the council’s Emergency Response and Community Alarm Services ensuring all performance standards are met.
Key tasks and responsibilities
- Provide call handling service utilising current communications and IT systems.
- Assess information received in terms of emergency risks to council tenants, community alarm clients and property repairs. Identify needs and arrange specialist contracts.
- Contribute to the preparation of reports and statistical information on service performance standards taking appropriate action.
- Liaise effectively with clients, customers, operators, manager and team leader in coordinating all areas of Emergency Response Services, whilst providing the highest level of customer care.
- Play an effective role within in operator team; satisfactorily completing all required training and maintaining good working relationships. Coaching and mentoring new staff, including seasonal and temporary employees.
Person specification
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Criteria |
Essential |
Desirable |
|---|---|---|
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Education, qualification and training |
Educated to national level 5, including English and Maths or equivalent |
Level 2 certificate in customer service or contact centre operations |
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Skills, knowledge, experience |
Good customer service Active listening skills and the ability to show attention to detail Inclusive and supportive team player Sensitive, understanding and patient with the ability to remain calm in stressful situations The ability to accept criticism and work well under pressure Excellent communication skills both verbal and written Demonstrate proven IT skills with the ability to use Microsoft Office applications, including Word, Excel, and Outlook, to complete routine tasks, manage information, and communicate with colleagues |
Experience in a customer service role |
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Personal qualities |
An energetic and confident communicator Excellent organisational skills Ability to multitask To demonstrate behaviours consistent with honesty and openness: treating people consistently, fairly and with respect |
|
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Other |
To work in a flexible, adaptable manner and to always act with discretion and tact |
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Safer recruitment checks
As part of our approach to good practice and safer recruitment we carry out a number of pre-employment checks:
- Asylum and Immigration right to work in the UK
- Reference check: external candidates require 2 references, one of which must be from their present or most recent employer. Internal candidates require 1 reference from their current line manager
- Candidate Disclosure Scotland check, where applicable
Behaviour framework
The council’s behaviour framework is a set of core behaviours that defines how employees approach work to enable the delivery of key tasks for the role. The expected behaviours for this role are:
Efficient
- Punctual and conscientious in your approach to work
- Use council resources efficiently, avoiding waste and unnecessary expense
- Identify inefficiency in processes and communicate this to your manager
- Meet deadlines and targets in your day-to-day work
- Understand the impact of wasteful behaviours on the environment and you act to minimise this impact
Flexible
- Willing to learn new tasks and accept new ways of working
- Willing to be flexible in your approach to work to meet changing service delivery needs, deadlines, and urgent priorities
- Help team members when they have urgent deadlines and prioritise your work accordingly
- Understand the need for change and are open to this across your working life
Performing
- Is polite, professional and friendly to customers and apply customer care standards and attitudes at all times
- Works safely to maintain the safety of yourself and other raising concerns about unsafe working practices
- Meets standards of work required in your role in terms of quality and output
- Uses initiative to solve problems and raise potential issues
- Acknowledges when mistakes are made and learns from them
- Seeks feedback on your performance to learn and improve
Working with others
- Works alongside internal and external colleagues to meet common objectives
- Has professional relationships with colleagues and is aware of dignity at work standards
- Actively and respectfully listens to people in order to understand them and their views
- Contributes appropriately in team and other meetings and discussions
- Presents words and views clearly in a way that other people find meaningful
- Respect diversity and promote equality of opportunity when working with colleagues and members of the public
Leading
- Role models the standards of behaviours expected of a South Lanarkshire Council employee
- Displays and enables leadership through sharing knowledge and skills, seeking guidance and providing support to your colleagues, team and the wider community
- Is aware of and adheres to professional codes of practice and the council’s code of conduct and understand how these impact on employment with the council and public perception of council employees