3 Month Contract With A Local Authority

The First Contact Technician (FCT) acts as the first point of contact for customers, service users, and internal colleagues. The role is responsible for answering incoming calls, capturing accurate details of enquiries, and ensuring queries are logged, categorised, and actioned appropriately.

The FCT plays a key role in delivering an excellent customer experience by providing clear communication, professional service, and high-quality data capture.

Key Responsibilities

• Answer incoming calls in a polite, professional, and timely manner.
  

• Listen actively to understand the nature of the customer’s query or issue.
  

• Accurately capture and record information, including customer details, query type, relevant background, and any required supporting information.
  

• Categorise and log queries using agreed processes, systems, and templates.
  

• Provide clear guidance to customers, including signposting them to online forms, self-service options, or the appropriate team where relevant.
  

• Ensure all recorded information is complete, accurate, and compliant with data protection and organisational standards.
  

• Escalate urgent or complex queries to the appropriate team promptly.
  

• Follow standard operating procedures and contribute to the continuous improvement of call-handling and query-logging processes.
  

• Maintain a calm, patient, and supportive manner when dealing with challenging or emotional calls.
  

• Work collaboratively with colleagues across the service to ensure smooth and efficient handling of customer enquiries.
  

Requirements

• Strong verbal and written communication skills.
  

• Excellent listening skills with the ability to understand and accurately record customer enquiries.
  

• Good attention to detail and accuracy when capturing and logging information.
  

• Ability to remain calm, professional, and patient when handling challenging or emotional calls.
  

• Strong organisational and time-management skills.
  

• Basic IT literacy, including the ability to use multiple systems and input data accurately.
  

• Ability to follow processes, procedures, and data protection guidelines.
  

• A customer-focused approach with a commitment to providing high-quality service.
  

• Ability to work effectively both independently and as part of a team.
  

• Previous experience in a customer service, contact centre, helpdesk, or service desk environment.
  

• Experience using CRM or case management systems to log and track enquiries.
  

• Familiarity with call-handling procedures and escalation processes.
  

• Understanding of data protection and confidentiality standards.
  

• Experience supporting internal colleagues as well as external customers.
  

• Bi-Weekly Payments
  
• 37 Working Hours Per Week