Customer & Digital Support Officer

Connect to Cardiff is the Council's award-winning multi-channel contact centre, providing support to citizens with complex enquiries via phone, email, live chat and social media.

The role of the Customer & Digital Officer is to understand, support, advise and assist citizens making council enquiries, you will be responsible for resolving a high level of queries at the initial point of contact.

To provide accurate, meaningful, and consistent advice and support to citizens, ensuring that their enquiry is answered to the best of the service ability.

To listen patiently, to empathise with the citizen's situation and convey a genuine desire to help and support.

To have a keen interest and understanding of current and emerging technology to ensure that the highest standard of advice and support is given.

Being able to walk a citizen through a digital process step by step in a calm and patient manner, problem solving as required and identifying any system components that may have a detrimental effect on user experience.

To be familiar with digital platforms and be able to simplify the steps for individuals lacking confidence in accessing online services.

To actively resolve citizen enquiries through immediate action or through signposting to relevant services.

To work with colleagues within C2C and the wider Council to ensure the highest levels of resolution and customer satisfaction.

To ensure continuous improvement – initiating, facilitating and responding to change in a positive manner.

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.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

For an informal discussion, after reading the job description, please contact Chay Lockyer

Job Category Customer Services

Department Customer Services

Working Pattern/Contract Type Full Time Permanent