OR113473 – Customer Service Officer

PAYE Pay Rate: £17.53 per hour

Work Pattern: 2 days remote, 3 days in the office, 36 hours per week

Main Purpose of Job:

Interact with customers to provide and process information in response to enquiries, concerns or requests for Council services. To deliver Customer Service excellence by telephone, email, letters or text across a range of Council services ensuring swift resolution for our customers.

To provide general, clerical and administrative support to the customer experience division.

Main Responsibilities 

To interrogate the Council’s systems to provide information and resolution to our customers.  Raise service requests and update system as appropriate.

To record and maintain customer records, comply with Council policies and procedures and ensure confidentiality of customer information at all times. Ensure your duties are undertaken with regard and compliance of the Data Protection Act and other legislation.

To be sensitive to the needs of our diverse local community whilst ensuring swift and appropriate action for our customers. To demonstrate empathy and professionalism at all times in an environment that can sometimes be demanding and stressful.

Key Responsibilities Breakdown

1. Use housing and repairs systems to provide information and performance data.

2. Maintain accurate records and databases.

3. Manage shared team mailboxes and enquiries.

4. Monitor outstanding repairs cases and work orders.

5. Liaise with residents, contractors and stakeholders.

6. Arrange appointments, meetings and contractor visits.

7. Carry out additional duties commensurate with the grade.