Customer Care Officer - Customer Response - ABC12603. Job in Aberdeen Education & Training Jobs

ABERDEEN CITY COUNCIL; Aberdeen City; On-site; GBP 31,000 - 34,000; Full time

Job summary

A local government organization in Aberdeen is seeking enthusiastic individuals for a role in the Customer Response Team. The position involves managing customer enquiries through calls and web chats, demonstrating excellent communication and digital skills while providing top-notch customer service. Applicants should be able to work under pressure and have a commitment to assisting citizens effectively.

Benefits

Flexible working options

Commitment to equality and diversity

Qualifications

• Ability to work under pressure in a busy environment.
• Commitment to delivering excellent customer service.
• Understanding of relevant policy and legislation.

Responsibilities

• Ensure all enquiries to the Customer Response Team are handled effectively.
• Support customers in accessing council services.
• Work during afternoon shifts as required.

Skills

Working under pressure

High standard of customer service

Using IT systems

Handling emergency situations

Problem-solving

Tools

Microsoft Office suite

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, Full Time

Roles that require PVG Membership

Please note that with effect from 1 April 2023, where a role requires PVG membership, candidates will 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.

Job purpose/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.

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 5pm service, and the post holders will be required to work during our afternoon shifts.

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