Customer Care Officer - Customer Response - ABC12602. Job in Aberdeen Education & Training Jobs

ABERDEEN CITY COUNCIL; Aberdeen City; On-site; GBP 60,000 - 80,000; Part time

Job summary

A local government authority in Aberdeen seeks enthusiastic individuals for part-time roles in their Customer Response service. The post involves responding to calls and web chats concerning various council services. Ideal candidates will excel under pressure and have a commitment to excellent customer service. This role offers flexible working patterns and is a part-time, permanent position.

Benefits

Flexible working options

Supportive workplace environment

Qualifications

• No minimum requirements stated.
• Ability to manage calls and web chats effectively.
• Commitment to delivering excellent customer service.

Responsibilities

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

Skills

Working under pressure in a busy environment

Delivering a high standard of customer service

Consistently meeting service targets

Using IT systems and Microsoft Office

Handling difficult situations

Practical approach to problem solving

Job description

Job Purpose

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. (Teaching roles and jobs at Grade 11 and above (currently £31,505 per annum / £17.31 per hour))

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.

Paste job purpose/about the role

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.

The post holder needs to hold as a minimum

No Minimum Requirements

The postholder is able to demonstrate

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. For further information, please see our Equality, Diversity, Inclusion and Recruitment pack.

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 AskHR@.

Armed Forces

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 specific email address for those in the forces, those who have left the forces, as well as their partners / spouses / families: armedforces@. 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 the role they are applying for who:

• have a disability as defined by the Equality Act 2010 (all jobs)
• looked after young people, those that are in continuing care or are a care leaver up to the age of 29 (all jobs)
• 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

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.

Further information can be found at