CUSTOMER SERVICE & LICENSING OFFICER (CONTACT CENTRE)

Cyngor Caerdydd/Cardiff Council; Cardiff; Hybride; GBP 21 000 - 25 000; Plein temps

Résumé du poste

Rent Smart Wales is seeking Customer Service Officers to join our inbound contact centre at County Hall, Cardiff. You will help service users by telephone and email, aiming to resolve enquiries at the initial point of contact where possible.

Successful candidates will have significant experience in an inbound call centre, be proficient with web-based customer management systems, and possess strong communication and teamwork skills.

Qualifications

• Significant experience in an inbound call/contact centre delivering information and advice.
• Web-based customer management systems proficiency.
• Excellent communication and analytical skills; a strong team player.

Responsabilités

• Assist customers via telephone and email in a contact centre environment.
• Resolve enquiries at first point of contact where possible.
• Provide accurate information and guidance to service users.

Connaissances

Inbound calls

Customer service

MS Windows

Keyboard skills

CRM systems

Outils

CRM systems

Description du poste

Rent Smart Wales is a service within Cardiff Council, in place to administer the requirements of Part 1 of the Housing (Wales) Act 2014, which regulates private rented sector housing in Wales by requiring landlords to register and either become licensed themselves or instruct a licensed agent to undertake letting and property management tasks. The service was established in November 2015.

Rent Smart Wales benefits from web-based systems designed with the customer in mind, contact centre telephone technology, partnership arrangements with the 22 authorities across Wales and is being supported by a comprehensive marketing campaign being led by Welsh Government.

About the job

We are looking to recruit a number of enthusiastic individuals to join our inbound contact centre as Customer Service Officers to assist in providing a high standard of customer service to our service users via telephone and email in a Contact Centre environment.

Customer Service Officers are required to support and advise a wide range of customers, both internal and external. The post holders will ensure that our customers receive the highest level of customer service and that their enquiries are resolved at the initial point of contact, where possible.

What We Are Looking For From You

Successful candidates will have significant experience of working in an inbound call/contact centre environment delivering customer information and advice services.

Proficiency in the use of web-based customer management systems, along with keyboard skills demonstrating speed and accuracy whilst in a MS Windows (or similar) environment is essential.

Candidates should be customer focussed, have excellent communication and analytical skills be an excellent team player and take an enthusiastic and responsible approach to all tasks.

Additional information

This role is fully office based at County Hall, Cardiff. This vacancy is suitable for post share.

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

The interview process for this role will be held in person or alternatively on a virtual basis using an appropriate online platform. The hiring manager will advise of the interview format as part of the recruitment process. If you have any concerns around your ability to participate in a virtual interview process or if you would like an informal conversation about this role prior to application, please contact .

Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website :

Important information you need read in order to complete your application:-

Job Category Customer Services

Department Customer Services

Working Pattern/Contract Type Full Time Permanent