Customer Service Officer
- Recruiter
- Confidential
- Location
- Abingdon
- Salary
- 23031.00 - 26897.00 GBP Annual
- Posted
- 10 Jun 2021
- Closes
- 02 Jul 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
Customer Service Officer
We're looking for two outstanding customer service professionals who, every day, strive to deliver great customer service. This is equally important for both our internal and external customers (if you're the right person for this role - you already knew that!). You'll take ownership of challenges and provide solutions to our customers effectively and efficiently.
Both roles will be responsible for dealing with high volumes and sometimes complex customer enquiries on a range of issues related to our planning, garden waste and other services.
One of the roles will also be the first point of contact for customers in our front of house receptions at Milton Park, Didcot and Abbey House, Abingdon once we can safely reopen our offices to the public. The other role is predominantly a telephone based role and the postholder will need to be a competent and experienced call handler.
Customer Service Officer Responsibilities:
* Develop and maintain a broad knowledge of the councils' services, to provide a "triage" first contact service for customers and help them to interact with council services, on-site partners and third-party providers where appropriate, functions to ensure customers receive accurate information and a 'one stop' service for query resolution in an efficient, effective and caring manner
* Take ownership of and resolve customer enquiries covering a broad range of issues
* Ensure customers contacting us by telephone, face to face or by email receive an excellent level of customer service and receive an accurate, timely and effective resolution
* Accurately use and maintain the IT solutions used in conjunction with the role
* Prioritise actions and decisions according to customer needs, communicating openly and effectively with customers, managers, colleagues, partner organisations and elected members as appropriate
* Assist with other functions of the customer service team as requested by the team leader or customer service manager
* Identify key 'hot' topics/issues and communicate these across the service and council as appropriate
* Along with other team members, to be the first point of contact for customers raising a complaint with the council, you will advise them on our complaints processes and have shared responsibility for handling the related correspondence
* Promote self-service by advising customers how to access our service online, or supporting customers with the use of telephones, self-serve terminals and web access points located within reception areas.
The duties may vary from time to time without changing the nature of the post or the level of responsibility and the post holder may also be required to carry out any other duties appropriate to the grading of the post.
Customer Service Officer Requirements:
* A minimum of six months customer service telephone or reception experience
* Good IT skills including use of internet, email, databases, Word, Excel as well as good keyboard skills
* Experience of taking ownership of challenges and providing solutions to customers
* Good written communication skills
* Strong oral communication skills including listening and articulation
* Excellent attention to detail and organisational skills
* Able to work in an accurate and methodical way
* An ability to work under pressure and prioritise effectively to meet deadlines
* Ability to work positively within a team and contribute to the team
Your essential qualifications
* a minimum of five GCSE's, to include Maths and English (grade C and above) or an equivalent level of qualification or appropriate experience
About the councils:
South Oxfordshire and Vale of White Horse District Councils are forward-thinking local authorities, based in one of the most attractive areas of the country. They are looking for a professional, competent and enthusiastic person who can communicate well at all levels. An excellent benefits package is on offer including annualised hours (flexible working) and a career average pension scheme.
Location: Milton Park, Oxfordshire OX14 4SB
Contract Type: Permanent
Hours: Full Time, 37 per week
Salary: GBP23,031 - GBP26,897 per year
Closing Date: 2nd July 2021
Benefits: A basic 24 days annual leave per annum, rising to 29 days after five years. You also have all the bank holidays to look forward to and time off between Christmas and New Year. Flexible working and annualised hours - a flexible approach to work that our employees love! Salary pay awards - most jobs give scope for a pay increase after six months or the following April (depending on your start date) and we also review salaries each April. A generous career average pension scheme which includes life insurance of three times your salary. No car park costs as there's ample free parking nearby. The opportunity to purchase a bike through Cyclescheme (cheaper than directly through a store) so that you can cycle to work! A salary sacrifice car lease scheme - a fully inclusive driving package for a fixed monthly cost. Various schemes to keep you healthy (reduced gym membership, free swims, contributory medical schemes, wellbeing appointments, free eye tests for DSE users, after work sports clubs and more). We give you two days per year to volunteer within the local community.
Under Government guidelines, many of our employees are being asked to undertake their roles from home. This will be discussed in more detail during this roles interview process where required.
You may have experience of the following: Customer Support, Customer Service Officer, Customer Service Representative, Customer Support Officer, Customer Services Agent, Customer Services, Customer Services Advisor, etc.
Ref: 99971
We're looking for two outstanding customer service professionals who, every day, strive to deliver great customer service. This is equally important for both our internal and external customers (if you're the right person for this role - you already knew that!). You'll take ownership of challenges and provide solutions to our customers effectively and efficiently.
Both roles will be responsible for dealing with high volumes and sometimes complex customer enquiries on a range of issues related to our planning, garden waste and other services.
One of the roles will also be the first point of contact for customers in our front of house receptions at Milton Park, Didcot and Abbey House, Abingdon once we can safely reopen our offices to the public. The other role is predominantly a telephone based role and the postholder will need to be a competent and experienced call handler.
Customer Service Officer Responsibilities:
* Develop and maintain a broad knowledge of the councils' services, to provide a "triage" first contact service for customers and help them to interact with council services, on-site partners and third-party providers where appropriate, functions to ensure customers receive accurate information and a 'one stop' service for query resolution in an efficient, effective and caring manner
* Take ownership of and resolve customer enquiries covering a broad range of issues
* Ensure customers contacting us by telephone, face to face or by email receive an excellent level of customer service and receive an accurate, timely and effective resolution
* Accurately use and maintain the IT solutions used in conjunction with the role
* Prioritise actions and decisions according to customer needs, communicating openly and effectively with customers, managers, colleagues, partner organisations and elected members as appropriate
* Assist with other functions of the customer service team as requested by the team leader or customer service manager
* Identify key 'hot' topics/issues and communicate these across the service and council as appropriate
* Along with other team members, to be the first point of contact for customers raising a complaint with the council, you will advise them on our complaints processes and have shared responsibility for handling the related correspondence
* Promote self-service by advising customers how to access our service online, or supporting customers with the use of telephones, self-serve terminals and web access points located within reception areas.
The duties may vary from time to time without changing the nature of the post or the level of responsibility and the post holder may also be required to carry out any other duties appropriate to the grading of the post.
Customer Service Officer Requirements:
* A minimum of six months customer service telephone or reception experience
* Good IT skills including use of internet, email, databases, Word, Excel as well as good keyboard skills
* Experience of taking ownership of challenges and providing solutions to customers
* Good written communication skills
* Strong oral communication skills including listening and articulation
* Excellent attention to detail and organisational skills
* Able to work in an accurate and methodical way
* An ability to work under pressure and prioritise effectively to meet deadlines
* Ability to work positively within a team and contribute to the team
Your essential qualifications
* a minimum of five GCSE's, to include Maths and English (grade C and above) or an equivalent level of qualification or appropriate experience
About the councils:
South Oxfordshire and Vale of White Horse District Councils are forward-thinking local authorities, based in one of the most attractive areas of the country. They are looking for a professional, competent and enthusiastic person who can communicate well at all levels. An excellent benefits package is on offer including annualised hours (flexible working) and a career average pension scheme.
Location: Milton Park, Oxfordshire OX14 4SB
Contract Type: Permanent
Hours: Full Time, 37 per week
Salary: GBP23,031 - GBP26,897 per year
Closing Date: 2nd July 2021
Benefits: A basic 24 days annual leave per annum, rising to 29 days after five years. You also have all the bank holidays to look forward to and time off between Christmas and New Year. Flexible working and annualised hours - a flexible approach to work that our employees love! Salary pay awards - most jobs give scope for a pay increase after six months or the following April (depending on your start date) and we also review salaries each April. A generous career average pension scheme which includes life insurance of three times your salary. No car park costs as there's ample free parking nearby. The opportunity to purchase a bike through Cyclescheme (cheaper than directly through a store) so that you can cycle to work! A salary sacrifice car lease scheme - a fully inclusive driving package for a fixed monthly cost. Various schemes to keep you healthy (reduced gym membership, free swims, contributory medical schemes, wellbeing appointments, free eye tests for DSE users, after work sports clubs and more). We give you two days per year to volunteer within the local community.
Under Government guidelines, many of our employees are being asked to undertake their roles from home. This will be discussed in more detail during this roles interview process where required.
You may have experience of the following: Customer Support, Customer Service Officer, Customer Service Representative, Customer Support Officer, Customer Services Agent, Customer Services, Customer Services Advisor, etc.
Ref: 99971