Customer Service Officer

Gloucestershire County Council; Gloucester; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Regular support and development

Annual leave up to 30.5 days

LGPS

Staff discount scheme

EAP (Employee Assistance Programme)

Cycle to Work

Green Car Salary Sacrifice

Job summary

Gloucestershire County Council in Gloucester is looking for a Customer Service Officer to help people access council services. You may support over the phone, respond to emails, welcome visitors to Shire Hall, or assist with Adult Social Care enquiries to ensure people receive the right support at the right time.

You will work with a friendly team, use strong communication and problem-solving skills, and follow guidance to resolve enquiries.

Qualifications

• Excellent communication skills and a confident telephone manner.
• Self-motivated, pragmatic, resilient with ownership of enquiries to resolution.
• Ability to follow work instructions and look for continuous improvements.

Responsibilities

• Help people access council services, including responding to calls and emails and welcoming visitors to Shire Hall.
• Assist with Adult Social Care enquiries to ensure the right support at the right time.
• Work flexibly with a mix of office and home working, with initial probation from the office in Gloucester.

Skills

Communication skills

Telephone manner

Problem solving

Judgement

Self-motivation

Job description

Are you someone who enjoys helping people, solving problems and providing excellent customer service? If you have the right level of transferable skills, full training will be provided!

So, what’s the role about?

As a Customer Service Officer, you'll be at the heart of helping people access council services. Whether supporting someone over the phone, responding to an email, welcoming visitors to Shire Hall or helping with an Adult Social Care enquiry, you'll make a real difference to people's experience. This is a varied role where you'll use your communication skills, problem-solving abilities and judgement to ensure customers receive the right support at the right time.

If you are confident communicating with a range of people, can follow guidance, and enjoy helping enquiries reach a clear outcome, we would like to hear from you.

To get an idea of what it's like to work in our Customer Service Team for Adult Social Care team watch our short video and read this.

We work flexibly with a mix of office and home working although during the probation period (first 6 months), you will be working from the office, based at Shire Hall in Gloucester.

A little bit about us

This is a great time to join Gloucestershire County Council, as we are on an exciting journey. Customer Service Team is based at Shire Hall in Gloucester and you will work with enthusiastic and supportive colleagues who are passionate about their work and what they achieve together as a team. Joining our Customer Service Team can be a great opportunity towards developing a long-term and rewarding career with the Council.

What we need from you

You need to have excellent communication skills, have a confident telephone manner and respond positively during difficult conversations. You will be self-motivated, pragmatic, resilient and take ownership of enquiries to resolution. You will have the ability to follow work instructions and look for continuous improvements in how we do things.

Our values are at the heart of everything we do and how we treat each other. They provide essential guiding principles about the way that we work and set the tone for our culture, and identify what we, as an organisation, care about. See more about our Values on our website.

If you hold the same behaviours and approach, then we want to hear from you! In exchange, we will provide you with full training and support to help yousucceed in your role!

What’s in it for you?

In return for your commitment, you’ll be entitled to our full benefits package, including:

• Regular formal and informal support
• Safe, supportive and positive working environment with regular, reflective supervision
• An investment into your professional development, including career pathways, mandatory training and additional topical bi-annual workshops.
• Annual leave up to 30.5 days after 5 years employment
• Access to the Local Government Pension Scheme
• Staff discount scheme that offers access to great savings including discounts with major supermarket chains and high street retailers
• Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone.
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.
• Gloucestershire Salary Sacrifice Green Car Scheme (T&C's apply)
• GCC's Cycle to Work Salary Sacrifice Scheme