Senior Customer Service Representative

Senior Customer Service Representative�
Job Summary
We are seeking a dedicated and enthusiastic Customer Service Front Line Representative who is fluent in Welsh. You will be a principle member of the Customer Management Team providing front line response to complex enquiries, delivering excellent customer service and participate in the continual development of our customer hub including online services and systems The role involves delivering high-quality customer service and support, addressing a variety of customer inquiries and complaints, and ensuring customer satisfaction through effective communication and problem-solving skills.

Duties and Responsibilities:

• Respond to complex customer enquiries via our various channels in line with agreed customer service standards and applicable legislations e.g. Re-use of Public Sector Information Regulations, Freedom of Information Act (#####), Environmental Information Regulations (2004) etc.
• Co-ordinate responses to requests by liaising and supporting technical leads across the business ensuring they understand the requirements of the request.
• Analyse complex, voluminous data and information and ensure it is presented in a customer focussed way applying as applicable the correct legislation and relevant contract/license.
• Ensure all performance and standard targets are met and escalate any risks to performance to the management team.
• Support team members with complex casework, developing specialist skill set and expertise.

Required Skills and Experience:

• Language Skills: Fluency in Welsh is essential.
• Communication Skills: Excellent written and verbal communication skills, with the ability to understand and interpret complex information.
• Customer Service: Strong experience in customer service, with the ability to handle inquiries and complaints professionally and effectively.
• Relationship Building: Experience in developing strong working relationships with internal colleagues and external stakeholders.
• Problem-Solving: Excellent analytical skills, enabling analysis and interpretation of a range of complex information.
• Influence and Negotiation: Ability to present compelling arguments to influence and negotiate satisfactory outcomes.
• Interest in Current Affairs: A strong interest in current affairs and a good understanding of the political environment.