Customer Care Officer - Customer Response - ABC12602

Aberdeen City Council; Aberdeen City; On-site; GBP 20,000 - 24,000; Part time

Job summary

A local government authority in Aberdeen seeks enthusiastic customer service agents for their Customer Response service. Candidates must possess strong communication and problem-solving skills and be able to handle customer inquiries effectively. The role offers part-time hours, from 13:30 to 17:00, Monday to Friday, ensuring flexibility and community engagement.

Benefits

Flexible working options

Commitment to equality and diversity

Support for individuals with disabilities

Qualifications

• Demonstrated ability to deliver high standard of customer service.
• Experience in busy environments and consistently meeting service targets.
• Practical approach to problem solving.

Responsibilities

• Support the delivery of Customer Response service.
• Handle calls and web chats relating to council services.
• Work during afternoon shifts 13:30 to 17:00 Monday to Friday.

Skills

Customer service skills

Ability to work under pressure

Experience with IT systems

Problem-solving skills

Strong communication

Tools

Microsoft Office

Job description

Before applying for this job, it is important that you read the 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, Broad Street, Aberdeen
Duration: Permanent, Part Time

Roles that require PVG Membership

Please note that with effect from 1 April 2023, where a role requires PVG membership, candidates will be required to meet the cost of the PVG membership. This applies only to roles with a full time equivalent salary of £30,000 and above.

The Council will pay for the PVG membership cost initially, either £18 for existing PVG scheme members, or £59 for non-members, and this cost will be deducted from an employee's first FULL month's salary payment.

Job Purpose

Are you naturally empathetic and a clear communicator? Are you genuinely passionate about customer service, problem solving and ensuring you are constantly putting the citizen first? We are seeking enthusiastic and customer focussed individuals to support the delivery of our Customer Response service, dealing with calls and web chats relating to a range of council services.

The post holder must be able to work well under pressure and respond effectively to difficult situations. The team operate a 9 am to 5 pm service, and the post holders will be required to work during our afternoon shifts. Hours of work will be 13:30 to 17:00 Monday to Friday

Requirements

No Minimum Requirements

Skills and Experience

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

About Us

Please see the Job Profile for further details.

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

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.

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 gold award recipient in the Defence Employer Recognition Scheme.

We have a number of guaranteed interview schemes available to applicants who meet the minimum criteria for the role they are applying for who:

• have a disability as defined by the Equality Act 2010
• looked after young people, those that are in continuing care or are a care leaver up to the age of 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
• 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

Please note that eligibility to work in the UK is dependent on legal status and all applicants must have the right to live and work in the UK.