RQ1766330 – Senior Customer Service Officer

Client – Enfield Council

Location – Civic Centre

PAYE Pay Rate – £16 per hour

Working Pattern – 35 hours per week (9 am till 5pm)  – We have been designated as flexible workers which requires as to work at least 2 days a week in the office. You may be required to work in the office on additional days if you have training.

Main Purpose of the Role

To provide a professional and high-quality customer service across telephone, webchat, online and face-to-face channels. The role involves resolving customer enquiries, dealing with complex or escalated cases, supporting vulnerable customers and helping residents to access Council services.

The Senior Customer Services Officer also supports colleagues, coaches new staff, acts as a Subject Matter Expert and deputies for the Team Manager when required.

A Typical Day May Include

• Answering calls and webchat enquiries.
• Resolving customer issues at the first point of contact.
• Dealing with complex, sensitive or escalated enquiries.
• Providing housing and homelessness advice.
• Supporting vulnerable customers.
• Updating customer records and Council systems accurately.
• Responding to emails, website feedback and social media enquiries.
• Supporting and coaching new or less experienced staff.
• Helping customers use online Council services.
• Escalating urgent matters to the appropriate service.
• Testing new systems and supporting service improvements.
• Providing cover across Customer Services locations when required.

Key Skills and Responsibilities

• Excellent verbal and written communication skills.
• Strong customer service and listening skills.
• Ability to deal calmly and professionally with difficult situations.
• Good problem-solving and decision-making skills.
• Ability to take ownership of enquiries and follow them through.
• Ability to recognise when a case needs to be escalated.
• Ability to support, coach and mentor colleagues.
• Good attention to detail and accurate record keeping.
• Ability to work well as part of a team.
• Confidence using digital systems and helping customers with online services.
• Ability to work flexibly and manage changing priorities.

Essential Qualifications/Experience

The essential requirements are:

• Good spoken and written English.
• Customer service experience and the ability to communicate professionally.
• Ability to manage and resolve customer enquiries.
• Ability to support and coach colleagues.
• Ability to work as a Subject Matter Expert when required.
• Good attention to detail.
• Ability to take responsibility and make appropriate decisions.
• Ability to recognise when to seek help or escalate an issue.

Desirable Experience

• Experience working in a customer-facing or contact-center environment.
• Experience working within local government.
• Knowledge of Council services such as housing, Council Tax, benefits, planning or registrars.