Customer Service Officer

Stockport Council; Stockport; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Flexible/hybrid working arrangements

Commitment to wellbeing and inclusion

Job summary

Stockport Council is seeking a Customer Services representative to be the friendly first point of contact for residents accessing council services. You will handle inbound calls in the Contact Centre and provide front-of-house reception support when needed.

You will update records, process information, and help customers access the services they require, with full training provided. We value diverse backgrounds and offer flexible/hybrid working and a supportive environment.

Qualifications

• Friendly, reliable and eager to learn.
• No previous contact centre experience required.
• Ability to communicate with a wide range of people and follow processes precisely.

Responsibilities

• Handle inbound telephone enquiries within the Contact Centre.
• Provide front-of-house reception cover when required.
• Update and maintain electronic records; process information.

Skills

Communication

Listening

Attention to detail

Microsoft Office

Case management systems

Tools

Microsoft Office

Job description

We have an exciting opportunity to join our Customer Services team at Stockport Council, providing a professional and welcoming first point of contact for customers accessing council services.

You’ll be supporting our customers, through a range of contact channels including handling inbound telephone enquiries within the Contact Centre and providing front-of-house reception cover when required. You’ll be responsible for understanding customer needs, providing information and guidance, and ensuring enquiries are responded to accurately and efficiently in line with council policies, procedures and service standards.

The role also involves updating and maintaining electronic records, processing information, and supporting customers to access the services they need. Full training and ongoing support will be provided to help you develop the knowledge and skills required to excel in this role.

For a full list of key responsibilities and essential criteria, please refer to the Job Profile linked below., The successful applicant's appointment will be subject to satisfactory pre-employment clearances including a Disclosure and Barring Service check. Clearances including a Disclosure and Barring Service check.

Stockport Council holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not currently qualify.

Please note that we have made a commitment to improve the employment opportunities for people with disabilities, care leavers and ex‑military personnel. As part of the Guaranteed Assessment Scheme you will therefore be guaranteed to be shortlisted for Assessment if you meet both the criteria for the scheme and the essential job role criteria.

Find out if you meet the criteria here: https://www.greater.jobs/our-guaranteed-assessment-scheme

Follow our recruitment team on X, Instagram and Facebook for updates on our vacancies and recruitment events.

Stockport Council is committed to promoting a diverse and inclusive workforce culture - a place where we can all be ourselves and succeed. We welcome applicants from all backgrounds and communities to join our workforce.

• We want our employees to have a good work life balance and in many job roles we can offer a range of flexible/hybrid working arrangements.
• We also have inclusive employment policies and staff engagement forums to support our diverse workforce.

We will listen to, learn from, and develop our workforce

We’re looking for someone who is friendly, reliable, and eager to learn. No previous contact centre experience is required. We welcome applications from people with experience gained through work, education, volunteering, or other life experiences.

You can comfortably communicate with a wide range of people, listening to their needs, and helping them access the right support. You’ll have great attention to detail and be able to follow processes while handling information accurately and confidentially.

You’ll enjoy working with others, be organised, able to manage your workload effectively. Be keen to learn new systems and ways of working. Be confident using computers and software such as Microsoft Office and open to learning the case management systems and processes used within the Council.

Above all, you’ll be committed to delivering a professional, helpful service and making a positive difference for our customers.

At Stockport Council we are one ambitious team on a mission to create opportunities for everyone who lives, works and spends time in the borough. Working at Stockport Council means contributing to one of the most thriving towns in the North. We’re keen to recruit people with the right values and behaviours that can help us ensure our workplace values are at the heart of everything we do.

• We are proud to be recognised under the Good Employment Charter as an organisation committed to the wellbeing of our colleagues.
• As members of the charter, we have been recognised as a great place to work for all colleagues and pledge to pay the real living wage, engage staff in key decisions and endorse fair and flexible working conditions.
• As members of the charter, we have been recognised as a great place to work for all colleagues and pledge to pay the real living wage, engage staff in key decisions and endorse fair and flexible working conditions.