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- Assist and guide customers to use self-service options via the Council’s website
- Manage high-volume telephone and online enquiries in line with set processes and quality standards
- Maintain current and accurate knowledge of council services
- Build and maintain collaborative working relationships across the organisation
- Provide accurate information and manage customer expectations around service delivery
- Support colleagues across the Contact Centre where needed
- Work flexibly within rota schedules to meet service demand
- Liaise with other departments to resolve enquiries and complaints effectively
- Fluent Welsh speaker (Level 5) – Essential
- Experience in customer service environments
- Proficient with IT applications including Microsoft Office
- Previous Contact Centre experience desirable
- NVQ in Customer Services or willingness to undertake
- Strong team player with good communication and problem-solving skills
- Ability to handle queries sensitively, accurately, and professionally
