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- Direct customers to self-service via the Council's website and assist where necessary
- Handle enquiries efficiently in line with established processes and quality standards
- Maintain up-to-date knowledge of services delivered through the Contact Centre
- Build and maintain strong working relationships with internal teams and external partners
- Manage customer expectations in line with service standards and policies
- Support wider Contact Centre operations when required
- Work flexibly within rota requirements and contribute to team priorities
- Liaise with back-office teams to resolve customer enquiries and complaints
- Adhere to health and safety responsibilities and safeguarding procedures
- Experience of dealing directly with customers in a service setting
- Proficiency in using a range of IT applications, including Microsoft Office
- Ability to work collaboratively with colleagues and across teams
- Strong communication skills with an emphasis on accuracy and professionalism
- Commitment to continuous professional development, including Welsh Language Level 1 (training provided)
