Customer Interaction Officer

Hertfordshire County Council; Stevenage; Hybrid; GBP 30,000 - 34,000; Full time

Job summary

Join a forward-thinking council as a Customer Interaction Officer, where you'll play a vital role in addressing highway enquiries. This dynamic position offers the chance to make a significant impact by managing public complaints and enhancing service quality. With a focus on excellent customer service and effective communication, you'll thrive in a collaborative environment, handling over 2000 cases monthly. If you're motivated and eager to learn about highways, this role provides ample opportunities for growth and learning. Embrace the challenge and contribute to service improvement in a supportive team.

Qualifications

• Proven track record of delivering excellent customer service.
• Strong interpersonal and communication skills are essential.

Responsibilities

• Manage complaints from the public and elected officials.
• Investigate and respond to highway service complaints.

Skills

Customer Service

Time Management

Interpersonal Skills

Communication Skills

Microsoft Word

Microsoft Teams

Microsoft Outlook

Microsoft Excel

Job description

Job Title: Customer Interaction Officer
Starting Salary: £30,559 progressing £33,366
Hours: 37.0
Location: Stevenage - Hybrid working
Contract Type: Permanent
Directorate: Growth & Environment

About the team

We are currently seeking a Customer Interaction Officer to join our Customer Interaction Team. This role offers an exciting opportunity to handle highway enquiries in a challenging yet rewarding environment. We are looking for a highly motivated and enthusiastic individual to become part of our dynamic team.

About the role

The position involves managing Complaints from the public and elected officials in a fast-paced setting. The successful candidate will need to effectively manage their time and prioritise tasks.

Most Complaints are handled via email, so strong writing skills tailored to different audiences and attention to detail are essential. Our team handles over 2000 cases monthly, requiring logging, chasing, and responding as needed.

Each of these cases need to be thoroughly investigated using our various systems. We aim to respond to as many as we can ourselves so you would be expected to learn the highways knowledge and systems to a high level to do this.

This role allows you to make a significant impact on the highway service by investigating and responding to various complaints. We encourage a proactive approach to service improvement, which is a key aspect of this position. Covering all aspects of highways, this role provides ample opportunities for learning and growth within the service.

About you

Essential:
• Proven track record of delivering excellent customer service.
• Previous experience of working to a high standard within agreed KPIs
• Strong interpersonal skills
• Team working
• E xcellent communication skills
• Competent in working with Microsoft packages including Word, Teams, Outlook and Excel

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is within the Business Support Services, level BUS8 job profile. Please locate this via:

To hear more about this opportunity please contact [e-mail] or [e-mail] an informal discussion about the role.

Interview Date: week commencing 26th of May 2025

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Additional information

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.