Customer Service Officer

West Sussex County Council; Chichester; Hybrid; GBP 23,000 - 27,000; Full time

Job summary

A local council in the UK is looking for a dedicated Customer Service Officer. You will support caseworkers in a dynamic customer-focused environment, ensuring compliance in processes and handling inquiries through various communication channels. A strong background in customer service is required, along with excellent communication skills and a good working knowledge of software tools. Benefits include 25 days annual leave and access to an Employee Assistance Programme, ensuring a supportive workplace for achieving work-life balance.

Benefits

25 days annual leave

Employee Assistance Programme

Access to discounts on various services

Qualifications

• Experience in a busy customer service role providing information and resolving queries.
• Good working knowledge of Microsoft packages and IT products.
• Ability to build relationships with stakeholders at all levels.

Responsibilities

• Engage with staff to enhance compliance with data recording practices.
• Provide solutions to external customer inquiries through various communication channels.
• Carry out administrative tasks and manage records efficiently.
• Utilize software tools to manage communications and inquiries.

Skills

Customer service experience

Communication skills

IT competency

Attention to detail

Education

GCSE standard or equivalent

Tools

Microsoft Office

Job description

Overview

We are seeking a dedicated Customer Service Officer to join our Refugee, Resettlement & Migration Service, where you will play a crucial role in ensuring that all processes and policies are upheld. You will support our caseworkers in achieving compliance with form completion, all while seeking out opportunities for meaningful continuous improvement. This is predominantly a desk-based role, with the requirement to take frequent phone calls, manage regular interruptions and make occasion site visits. Regular attendance at your base location will also be necessary for approximately 2 days per week, and there will be opportunities for remote work. Final arrangements will be confirmed with the successful candidate. You will also need to be able to travel independently to our offices and depots across West Sussex, including to areas that may not be easily accessible by public transport. Pool cars and pool bikes are available. About the Job In this role, you will deliver a customer-focused service to our internal customers and the wider team, taking on administrative duties and ensuring process compliance alongside transactional tasks. You will be the key to providing thoughtful solutions to the queries and issues that arise, making a real difference every day. Any given day can often feel quite different from the next! There will be some key responsibilities likely to feature in this role including :

Key Responsibilities

• Engaging with staff at all levels to discuss strategies for enhancing compliance with data recording practices and facilitate discussions to implement suitable adjustments to processes and systems aimed at improving service levels.
• On occasion, being the essential contact point for providing solutions to external customer enquiries through phone, email and letter, including making outbound calls and producing well written letters and emails.
• Carrying out a range of other administrative tasks efficiently, taking effective care of records and documents for future reference.
• Utilise a variety of software tools, including all Microsoft Office applications, to record calls and correspondence, draft customer responses, and manage email communication. Leverage specialized applications, such as social media platforms and County Council websites, to address and resolve inquiries.
• Proactively provide key information to the wider service to facilitate timely communication with customers and other teams, thereby decreasing the volume of inbound inquiries.

Qualifications

• Experience of working in a busy customer service role, providing information, resolving queries and prioritising calls.
• Educated to GCSE standard or equivalent qualifications, or demonstrable comparable experience.
• Strong communication skills with the ability to confidently build relationships with a wide variety of stakeholders at all levels.
• Awareness of Refugee, Resettlement and Migration service activities.
• High IT competency including a good working knowledge of Microsoft packages, specialist software, social media and other required IT products.
• Keen attention to detail, able to prioritise between competing demands and to remain calm in challenging situations.

Benefits

• From flexible working (where possible) to access to our Employee Assistance Programme, we aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewarded for the work they do.
• You will benefit from 25 days annual leave, rising to 28 days after 5 years' service plus the opportunity to buy additional leave and an excellent . A range of discounts give our staff access to hundreds of offers; groceries, travel, cinema tickets, days out, leisure activities, high street retailers and the opportunity to save over £1,000 a year through our West Sussex Choices benefits platform. For more information about the wide variety of benefits you can take advantage of please visit our Rewards and Benefits page.