Customer Services Officer

Job Description

Job Title : customer Services Officer
Job Category : Admin & Clerical
Category : Agency Workers
Level 1 Name : Deputy Chief Executive’s
Job Category : Admin & Clerical
Location : Council Offices, Broxtowe Borough Council
Hours Per Week : 37.00
Start Date : Immediate start
Start Time : 08:30
End Time : 17:00
Salary: £10.42
As a customer services specialist you’ll have the ability to answer and resolve a wide variety of enquiries over the telephone. We provide a broad range of different services, including Benefits, Council Tax, Income Collection, Refuse and Switchboard, so you’ll need to demonstrate the ability to quickly understand and interpret information from a range of sources. **For this placement the successful candidate will be responsible for answering Refuse and Switchboard calls only.**

The service is very busy handling over 100,000 enquiries every year, so solving problems and queries in a quick and efficient manner is one of our key objectives. Previous Call/Contact Centre experience in this type of role would be preferable.

Main Duties and Responsibilities:

1. To take ownership of and resolve customer enquiries and communications including those requiring referral to other services, agencies, stakeholders and organisations by providing assistance, advice and information.
2. To identify customer needs and expectations, to deliver service requests, ensuring the customer receives an effective service by being efficient, knowledgeable and consistent in delivery, with the objective of achieving first contact resolution.
3. To respond to telephone, electronic or face-to-face service requests, enquiries and customer communications, utilising Information and Communications Technology (ICT) to improve service delivery and efficiency.
4. To operate the Council’s cash handling and payment facilities including the acceptance, allocation and reconciliation of payments made.
5. When applicable, to assist and direct Members of the Council and their guests, contractors, company representatives, members of the public and other visitors to the Town Hall.
6. To keep up to date with the Council’s activities and to be fully conversant with all information available to the public.
7. To act as an advocate for the Customer First Contact Centre, promoting positive communication across the organisation encouraging constructive and effective relationships.
8. To ensure that the terms of the Data Protection Act are adhered to, confidentiality maintained at all times and the guidelines for the release of information are followed.