Job Overview

The Welcome Hosts are the first point of contact for customers visiting the Government of Jersey building on Union Street, and play a vital front of house role ensuring all customers receive a friendly and courteous welcome, and their enquiries are dealt with quickly or triaged to the appropriate colleague in the shortest possible time.  

For further information or an informal discussion please contact - Jamie Lovatt - j.lovatt@gov.je

Job Specific Outcomes

• Responsible for resolving queries that require limited system access and can be dealt with quickly, and where this cannot be achieved ensure customers are triaged to a colleague for assistance and support ensuring that customers are seen or routed in the shortest time, thereby improving workflow and the customer experience.

• Will help customer’s access services in the Assisted Digital area including setting up their digital identification and completing online forms so that they can access online services, thereby reducing the need to have face-to-face contact with a member of staff.

• Appraise, advise and give guidance to customers, who may have complex issues or are in an emotional or distressed state, so they can easily access and obtain advice, support and decisions in relation to Government of Jersey services.

• Guide customers through the Queue Management System in order for them to gain access to an Advisor who can deal with a claim or resolve/answer a question, thereby ensuring that those who are vulnerable or have additional needs are able to access the relevant services.

For a full job decription please see following link: Job Description

Experience

Experience of working within a customer focused environment dealing with customers face to face and on the phone.

Familiar with accessing and completing online forms to be able to help customers within the Assisted Digital area.

Person specification

• Ability to triage customers who present with difficult, complex, sensitive and contentious issues.

• Takes time to question and understand the real, underlying needs of the customer.

• Able to build rapport with customers to quickly understand their needs, manage or triage to a colleague.

• Resilience to be able to work in difficult and challenging situations.

• Sufficient communication skills to be able to manage situations where customers have mental health issues, alcohol or drug abuse problems, language barriers and inability to comprehend or understand decisions.

Qualifications

Level 2 Customer Care NVQ or equivalent level of experience.

Knowledge

Knowledge of range of both Department (Employment, Social Security and Housing) and wider Government of Jersey services. 

General skills / attributes

Ability to speak a relevant community language e.g. Portuguese or Polish and demonstrate a cultural awareness to support customers whose first language isn’t English.

Personal Attributes

Appointees to this role will be required to adhere to and perform their duties in line with the standards identified in the Government of Jersey tier 6 core accountabilities attributes and behaviour indicators.