Customer Care Officer - Customer Response - ABC12339

Aberdeen City Council; Aberdeen City; On-site; GBP 25,000 - 35,000; Full time

Job summary

Aberdeen City Council seeks a dedicated individual for the Customer Response Team at Marischal College. The role is pivotal in delivering top-notch customer service and supporting digital engagement. Ideal candidates will excel in communication, possess strong digital skills, and demonstrate a commitment to public service values.

Benefits

Flexible working options

Commitment to equality and diversity

Qualifications

• Experience working under pressure in busy environments.
• Ability to meet service targets consistently.
• Understanding of relevant policy and legislation.

Responsibilities

• Ensure effective handling of customer enquiries.
• Support access to council services.
• Demonstrate high standards of customer service.

Skills

Excellent communication

Digital skills

Customer service ethos

Problem solving

IT systems usage

Tools

Microsoft Office

Job description

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: Permanent Full Time Monday - Friday

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 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

No Minimum 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

Handling difficult / emergency situations

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 that 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] .

Armed Forces

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 are able to answer questions about jobs and our application / selection process, as well as about our employee support provisions.

Guaranteed Interview Scheme

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

Further information can be found at https://www.aberdeencity.gov.uk/services/jobs