Customer Care Officer - Customer Response

Aberdeen City Council; Aberdeen City; On-site; GBP 25,000 - 28,000; Full time

Job summary

Aberdeen City Council seeks an enthusiastic individual to join their Customer Response Team, ensuring high standards of customer service while supporting the digital programme. This full-time, temporary position offers opportunities for flexible working and a professional environment committed to equality and inclusion.

Qualifications

• Skills in delivering high standard of customer service.
• Experience in busy environments.
• Familiarity with relevant policy and legislation.

Responsibilities

• Handle customer enquiries effectively.
• Support digital access to council services.
• Meet service targets consistently.

Skills

Customer service

Communication

Problem solving

IT systems

Working under pressure

Tools

Microsoft Office Suite

Job description

Salary: £25,371 - £27,883 per year pro rata

Contract Type: Temporary

Position Type: Full Time

Hours: 35 hours per week

Job Description

Before applying for this job, it is important that you read the Applicant Guidance by clicking on this link and the Job Profile attached. These explain the job role and the type of person we're looking for.

Location: Marischal College
Duration: Fixed term 12 month post, 35 hours per week.

About the role:

The purpose of this role is to ensure that all enquiries made to the Customer Response Team are handled appropriately and effectively, with first class customer care. The post holder will play a key role in the digital and assisted digital programme, ensuring that customers are supported where required and can access council services in a manner appropriate for their needs. The post holder will demonstrate excellent communication and digital skills, work to a high level of accuracy, and have a strong customer service ethos.

Requirements

Responsibilities

The post holder will be able to demonstrate:

Skills and experience in:

• Working under pressure in a busy environment whilst delivering a high standard of customer service
• Consistently meeting service targets
• Using IT systems and standard ICT packages, such as the Microsoft Office suite of software
• Practical approach to problem solving

Commitment to:

• Delivering excellent customer service through genuine passion and desire
• The principles of the Target Operating Model
• The priorities and aims of Aberdeen City Council

Understanding of:

• Relevant policy and legislation

The Individual

Please see Job Profile for further details.

Aberdeen City Council is an equal opportunities employer and we are committed to equality, diversity, and inclusion.

Flexible Working: We are happy to talk flexible working and offer flexible working for most roles in the organisation, meaning many of our employees enjoy the freedom of choosing a working pattern that suits them as much as it suits the organisation.

Disability Confident: We are a Disability Confident Employer. If you consider yourself to have a disability and think you may require a reasonable adjustment to be made for this part of the selection process, or would like further information in relation to reasonable adjustments, please contact [e-mail].

We are a forces-friendly employer, have signed the Armed Forces Covenant, and are a silver award recipient in the Defence Employer Recognition Scheme. We have a specific email address for those in the forces, those who have left the forces, as well as their partners/spouses/families: [e-mail]. We can answer questions about jobs, our application/selection process, and our employee support provisions.

We have a number of guaranteed interview schemes available to applicants who meet the minimum criteria for our roles and who:

• have a disability
• are care-experienced and aged 16-29
• are aged 16-24 and live in Aberdeen City or have been to an Aberdeen City Council school and are applying for a Modern Apprenticeship (except Trades apprenticeships)
• have done a Foundation Apprenticeship with Aberdeen City Council and are applying for any apprenticeships relevant to the area in which they did their Foundation Apprenticeship
• are New Scots aged 16-24 and are applying for any apprenticeships