Customer Access Officer Ref: 61-24

Assess and resolve verbal and written enquiries, complete service requests and log complaints received via the telephone and/or e-mail/webchat/social media/face to face working towards the target of 80% being resolved at the first point of contact.

• Understand the customer issues
• Take ownership of service requests
• Fully utilise the main CRM Frontline system to steer queries to a successful conclusion
• Effectively use other specialist conclusion
• Increase knowledge in different Council departments
• Make connections between the customer's initial request and the various services the Authority offers

To remain customer focussed by responding positively and proactively as a priority when demand is high.

Undertake additional administration duties to maximise productivity including sending out leaflets, dealing with post, scanning documents, franking the post and any other reasonable duties as may be required by your line manager.

Encourage the public to comment, participate in surveys and feedback information on services to assist front line services to improve service delivery.

As we match our customers' needs, you may be required to work in locations within the market towns.

As an employee of Breckland Council you must comply with the Health & Safety policy and attend the compulsory Health & Safety training as and when requested.

You will be required to undertake any necessary training to enable you to perform your duties effectively.

You will be required to follow the Breckland Equality Scheme to ensure that services are delivered in a manner which is fair for all sectors of the community.

You will be required to make yourself aware of, and work within, the Data Protection Policy.

Ensure compliance to all policies, procedures, standard operating practices, with recommendations for action and continuous improvement.