Customer Support Coordinator (Technical)

Big Ant Group are proud to be working with SWISCo and are excited to support them in their recruitment for a Customer Support Coordinator (Technical) for their new exciting Neighbourhood Enforcement Operations team.

About the role:

This position will play a vital role in ensuring that communications between the customer and the team are well managed and effective in the delivery and providing essential support. It is important that you support and be part of a culture of positive thinking, can do attitude and fun within the team.

Overview of the expectations and outcomes for this role:

* To provide and effective and efficient technical support and advice which is customer focused for SWISC0's customers, residents and visitors to Torbay

* To support residents, customers and visitors with their service needs and quality.

* To ensure the sustainable delivery of an effective, efficient, and compliant service, in line with all relevant legislation, statutory obligations and SWISCo policy/procedure.

* To ensure the smooth flow of work and payments through the sections and help maintain efficient systems to monitor the service’s performance.

* An efficient and effective work processing and invoicing section maintaining a constant work and cash flow through the system, helping coordinate management and workforce aims and targets.

* Engage face to face, on the telephone and/or digitally with customers, residents and visitors in various situations to promote, explain and respond to queries in relation to any of the service areas.

* Where required, to attend road shows, community events, support school engagement activities and assist with other promotional activities .

* Identify the needs of the customer, resident or visitor and supply an appropriate information and/or advice, dependent upon the desired outcome. May also include having to locate and retrieve customer / residential data to provide additional information and/or context to enable a successful outcome.

* Accurately capture data relating to service provision, such as for example recycling behaviour including participation monitoring and other waste and recycling behaviours. Present and analyse the data to target communication and intervention to promote behaviour change where assigned to.

This role will be both office based and involve some site visits. There will also eventually be opportunity to do hybrid working occasionally.

Person Specification – Essential:

* Effective communication skills

* Proven ability to gather, interpret, explain, associate and apply information to meet customer’s needs.

* Ability to organise self and own work to achieve agreed outcomes - Prioritisation and time management skills.

* Investigative skills in order to probe and determine facts and information to enable effective response and solutions.

* Able to analyse problems and to implement solutions

* Effective influencing skills to help suppliers, customers, residents and/or colleagues reach a desired outcome or understand information or advice being presented.

* Effective IT skills and the use of Microsoft and 365, to include the use of bespoke software and hardware platforms.

* Effective skills in order to prioritise and manage own time and team time and workload to meet targets and demand, to include conflicting deadlines.

This position is required on a Permanent basis, however, the initial 3 to 6 month period of the role will be working under Big Ant Group on an agency contract