Maintain data security in own area of responsibility
Work safely in public service
Maintain competence, knowledge and standards of conduct in public service
Work as a team member to deliver public service
Recognise diversity when delivering customer service
Search databases and sources of information
Process information about customers
Deal with gaps, errors and irregularities in information
Deal with customers using bespoke software
Use questioning techniques when delivering customer service
Deal with customers face to face
Deliver customer service to difficult customers
Resolve customer service problems
Promote additional services or products to customers
Calculate correct amount of liabilities or entitlements
Inform the customer of the debt or entitlement
Support customers using self-service technology
Carry out follow up activities for public service customers
Processing customers’ financial transactions
Operating credit control procedures
Deal with customers in writing or electronically
Plan public service visits
Carry out public service visits
Maintain personal security and safety, and be alert to the security of others
Deal with disorderly and aggressive behaviour
Support customer service improvements
Deal with customers by telephone
