Customer Contacts Development Officer

Llyw; Wales; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local government authority in Wales is seeking a Customer Adviser Supervisor to oversee a team across multiple sites. The ideal candidate should possess strong communication skills, experience in managing staff, and the ability to address customer queries effectively. Familiarity with bilingual service delivery in Welsh and English is essential. This role includes supervising staff and ensuring adherence to safety guidelines, while actively contributing to team development and service improvements.

Qualifications

• High-quality communication skills, both orally and in writing.
• Able to supervise a team and deal with complex staffing matters.
• Experience in customer service and administration is desirable.

Responsibilities

• Supervise a team of Customer Advisers and address issues promptly.
• Assist Team Leader in staff development and hold evaluation meetings.
• Ensure safety and adherence to guidelines at the site.

Job description

Details

Job Advertisement

Gwynedd Council offers an attractive employment package, for more information please click on thisInformation PackGwynedd Council operates internally through the medium of Welsh, and offers all its services bilingually. The applicant will be required to reach the linguistic level noted as one of the essential skills in the Person Specification.We encourage everyone who applies for a job with Gwynedd Council to submit job applications in Welsh or bilingually.(Applications submitted in English only or Welsh only will always be treated equally, but we ask applicants to consider carefully what the linguistic requirements of the job in question is and if it would be more appropriate to submit an application in Welsh.)For further information about this post please contact Charlotte Williamson 01286 679654or by email: [e-mail] forms and further details available from Support Service, Gwynedd Council, Council Offices, Caernarfon, LL55 1SHTel: 01286 679076E-Mail: [e-mail] DATE: 10:00 AM, 26/01/2026If you are successful to be short listed for an interview you will be contacted by E-MAIL using the address provided on your application form. You need to ensure that you check your email regularly.

Person Specification

Personal attributesEssentialCommunication skills of the highest quality – oral and writtenEnergetic, enthusiastic, with commitment and perseveranceAble to use and interpret information correctlyAble to identify needs from the customer's perspectiveAble to encourage collaboration and trust from colleaguesAble to work as part of a team and support and encourage colleaguesPossess good interpersonal skillsAble to adjust and accept changesPay attention to detail and committed to ensuring a service of the highest qualityDecisive, courteous, diplomatic, respectful and sympatheticFlexiblePossess a good attendance and punctuality recordAble to learn from experiencePossess multi-tasking, timekeeping and prioritisation skillsPresent a positive image to the customerAble to solve problemsPossess a sense of humourImmaculate appearance at all timesAble to work with internal and external stakeholdersPossess excellent interaction skills and the ability to form and maintain working relationshipsDesirable-Qualifications and relevant trainingEssentialStrong educational backgroundDesirableEducation to A LevelSupervising qualification or experience of supervising.Relevant experienceEssentialThe experience and confidence of supervising and developing a team of staff effectively, including dealing with complex staffing matters.DesirableExperience of providing customer care servicesExperience of establishing and developing new servicesExperience of working in the front lineExperience of providing clerical and administrative supportExperience of collecting, collating and managing informationExperience of dealing with customer enquiriesExperience of dealing with complex and sensitive complaints, conflict and enquiriesKnowledge and experience of working within a large multifunctional organisation.Experience of inputting information in a computer and leading and supporting other staff.Experience of providing a service that is customer-focussedSkills and specialist knowledgeEssentialAwareness of the opportunities that technology can offer to improve service provisionComputer literateNumerate and literateAble to suggest and support service improvementsAble to learn new and innovative working methodsAble to provide clear and concise advice and informationAble to respond to situations and enquiries quickly and demonstrate flexibilityWilling to take responsibility for the quality of the service on offerAble and willing to work to agreed standardsA good listenerAble to use a computer while talking to a customer.Able to use office systems, software packages for specific services, the intranet and the internetGood keyboard skillsDesirableThe ability to use any other relevant technologyPossess high quality administrative and organisational skillsThe ability to extract information from a handbook and from computer systems.Able to prioritise personal tasks and team tasks.Able to respond to feedback from staff and customers in a constructive manner.Able to deal with complaints effectively and improve the service's standards and targets.Able to use information technology and telephones.Able to work as an individual and as part of a team.Able to develop creative and innovative ideas.Have an understanding of equal opportunities principles.Awareness of customers' different needs e.g. disability or language difficulties.Able to promote and evaluate staff's training and development needs.Able to focus on customer needs, and determine suitable solutions to ensure customer satisfaction.Able to work under pressure, cope with difficult situations and implement and provide a professional service at all times.Knowledge of how Local Authorities or any other large organisations operateLanguage requirementsListening and Speaking - HigherAble to follow a conversation or discussion through the medium of Welsh and English on a professional level and discuss general day to day topics in the field in order to present information and express opinions.Able to give a pre-prepared presentation and respond to any comments and questions on it in Welsh or English.Reading and Understanding - HigherAble to understand standard written Welsh and English; both formal and informal.Able to gather information from various sources such as letters, reports, articles through the medium of Welsh and English in order to fulfil the post.Writing - FoundationAble to complete simple forms and compose a letter or short e-mail through the medium of Welsh and English by using a number of familiar phrases in order to convey a simple message.

Job Description

• Purpose of the post
• Ensure that the people of Gwynedd are at the heart of everything we do.
• Assist the Team Leader by supervising (not line management) a team of Customer Advisers across our Customer Contact sites in Dolgellau, Pwllheli, Penrhyndeudraeth and Caernarfon, bringing any problems to the Team Leader's attention promptly.
• Collaborate with the Team Leader and operate as duty officer in order to deal with Customer Advisers' inquiries.
• Assist the Team Manager to ensure staff development by holding evaluation meetings continuously.
• Collaborate with the Team Leader to ensure that everyone has the skills and relevant information to accomplish their work.
• At the Team Leader's request, hold briefing sessions in order to develop staff skills and ensure that current information is shared.
• Encourage an environment where the team can take decisions.
• Promote a high standard culture with emphasis on positive outcomes for our customers.
• To assume the role of “on duty” Site Manager at Canolfan Cyswllt Cwsmer, Penrhyndeudraeth.
• To report any issues in relation to the site, to the Property Department and inform the Customer Contacts Manager / Team leader as required.
• Ensure the safety of all persons using the site by following IOSH and Site Manager guidelines.
• Give support and advice and supervise (no direct line management) a team of Customer Advisors who work on the site in Penrhyndeudraeth, by brining any matters of concern to the attention of the Team Leader, promptly.
• Responsibility for functions
• Assist the Team Manager to supervise up to 40 staff.
• Responsibility to bank any income received on the site in Penryn, and monitor the process/banking as needed across our other Customer Contact sites.
• Assist the Manager in managing the site, Unit 2,Snowdonia Business Park, Penrhyndeudraeth
• Ensure that the on site generator is working and is serviced as and when required, in order to assure business continuity of the Council’s Computer Servers, and phone system.
• Main duties
• To monitor Customer Advisers' performance and development and reporting on any concern to the relevant Team Leader.
• At the Team Leader's request, hold continuous Customer Contact staff evaluation meetings and report on any concerns promptly (no line management responsibility).
• Under the guidance of the Team Leader, ensure that Customer Advisers receive training in the correct work fields, and monitor their development in this area, reporting on any insufficiency to the Team Leader.
• Report any issues with the work placement or a member of staff to the Team Leader.
• Fulfil the role of a Customer Adviser when there isn't enough staff available to deal with customers' inquiries.
• Support the Team Leader to develop the Customer Advisers' skills, ability, and confidence by guiding them and setting an example.
• Hold briefing sessions, in order to develop staff skills and ensure that current information is shared.
• Be responsible for creating training packs, and train staff in their role when necessary.
• Present a professional image.
• Report any barriers within the team that you are unable to overcome yourself.
• Assist the Team Leader to meet performance measures and report on any other matter that could pose a risk to meeting the expected performance levels.
• Assist the Team Leader to meet service standards, service level agreements and compliance with legislation.
• Remind staff about the need to receive feedback from external customers in order to maintain continuous improvements in our Customer Contact Centres' provision.
• Monitor, analyse and record information on the feedback received and present it to the Team Leader's attention.
• Direct customers' feedback to the correct Service, if it isn't relevant to the Customer Contact Service.
• Report on problem patterns to the Team Leader promptly.
• Act on obstacles that are reported and raise those that cannot be solved with the Team Leader.
• Responsible for completing a monthly staffing rota across the Customer Contact Service and report any staffing issues to the Team Leader.
• Monitor individuals' performance within the team, in accordance with the Team Leader's request and report on any concern.
• Ensure that monthly absences and overtime forms are completed promptly in order to be presented at the start of each month.
• Supervise Customer Contact staff as needed in the absence of the Team Leader and report promptly when the TL returns to the office.
• Revise risk assessments regularly and adapt them as necessary, updating the Team Leader on any issues.
• Ensure that risk assessments are followed by every member of staff.
• Ensure that the building weekly checks are carried out and recorded in the relevant documents in the blue box, and ensure that the fire risk assessment is followed at all times.
• Ensure that there is “co-operation – co-ordination” in place between Cyngor Gwynedd and external companies using the site
• Operate as “keyholder”, opening and closing as required.
• Review the building’s risk assessments yearly with the Team Leader.
• Ensure that the fire alarms and fire drills are conducted in line with the Fire Safety Regulations Act.
• Responsibility for self-development
• Ensure compliance with Health and Safety rules in the workplace in accordance with the responsibilities noted in the Health and Safety at Work Act 1974 and the Council’s Health and Safety Policy.
• Operate within the Council’s policies in relation to equal opportunities and equality.
• Responsible for managing information in accordance with the Council’s information management guidelines. Ensure that personal information is treated in accordance with Data Protection legislation.
• Commitment to reducing the Council’s carbon emissions in accordance with the Carbon Management Plan, and to encourage others to act positively towards reducing the Council’s Carbon Footprint.
• Undertake any other reasonable duty which corresponds to the salary level and responsibility level of the job.
• Responsibility to report any concern or suspicion that a child or vulnerable adult is being abused.
• Special circumstances
• The post holder will occasionally be required to attend evening meetings meeting and act as part of a team that responds to civil emergencies, in accordance with the Council’s plan.
• As the Council reconsiders service hours, this could affect the working hours of this post.
• Possess a full valid driving licence and own a car.