Plymouth City Council is committed to providing access, aids, adaptations and alternatives wherever possible and reasonable adjustments to enable people with disabilities to fulfil the criteria for, and undertake the duties of its’ jobs.

To deliver an excellent, customer focussed front line service in writing, online, in person and over the phone actively taking ownership of issues and seeing them through to resolution

Key Customer Advisor

Accountabilities & Key Measures

Role Outcomes

Deal with enquiries, providing advice and guidance to customers (30%)

Check applications, consider evidence, make decisions and produce documents based on set criteria (30%)

Take ownership of issues and see through to a resolution for customers, keeping them informed as required. (30%)

Maintain an awareness of changes to guidance and local policies/procedures

Communicate with customers in a variety of ways (including face to face, online, over the phone) providing clear information about how to access services. Book appointments according to local guidelines, supporting customers by clearly explaining the requirements to produce evidence to support applications and

Accurately produce documents according to guidance and local policies/procedures within set time frames (30%)

Accurately update information on relevant systems e.g. Academy, Civica, Radian and Central (15%)

Handle and process customer data, payments and stock in a secure and confidential manner on daily basis e.g. financial transactions for chargeable counter services (15%)

Proactively provide suggestions to the team on measures to improve the service in terms of efficiency, customer experience and best practice (2%)

Promote services and resources including through the preparation of displays and distribution of posters, leaflets and external advertising (2%)

Where required, work alone and at times be responsible for security, such as locking and unlocking buildings, holding keys and setting and unsetting intruder alarms

Effective liaison with external agencies, for example representatives from Government Departments and Emergency Services, as required (2%)

Undertake other duties appropriate to the grade of the post (2%)

knowledge Customer Advisor

Competent user of ICT including Microsoft Office, (Word, Excel, Access and Outlook) or equivalent

Knowledge of appropriate service area

2 GCSEs Grade A*-C (9-4)or equivalent in English and Mathematics, or equivalent

work experience

A willingness to undertake appropriate and regular training as required.