Customer Service Officer Contact Centre

Stockport Council; Stockport; On-site; GBP 22,000 - 28,000; Full time

Job summary

A local council in the UK is looking for a motivated individual to join their Contact Centre team. This role involves managing inbound calls and providing excellent customer service. Candidates should possess strong organizational and interpersonal skills, be able to prioritize workloads, and have experience dealing with the public. The council is committed to promoting an inclusive workplace and offers flexible working arrangements. Training will be provided to help you succeed in this role.

Benefits

Flexible working arrangements

Commitment to employee wellbeing

Inclusive work culture

Qualifications

• Experience dealing with customers in a professional setting.
• Ability to process sensitive and confidential information.
• Commitment to providing a high standard of customer service.

Responsibilities

• Manage incoming customer contact through telephone calls.
• Accurately update and maintain electronic records.
• Respond to customer needs within performance standards.

Skills

Customer service

Organizational skills

Interpersonal skills

Computer literacy

Ability to prioritize workload

Tools

MS Office

In-house case management systems

Job description

Overview

We have an exciting opportunity within our Business Support Hub, within our Contact Centre for Stockport Council to provide a competent, organised, and professional first point of contact for customers accessing council services. The team are responsible for first point of contact for council services predominantly inbound telephone calls. To accurately evaluate customer needs and respond appropriately, within agreed policies, guidelines, and procedures. Accurately update and maintain electronic records and to ensure responses are delivered within performance standards., With some supervision and direction, you will be expected to undertake a range of activities including the following (although please note it is not an exhaustive list):

• Telephone call‑handling and managing incoming customer contact (including signposting and directing enquiries)
• The ability to converse at ease with service users/customers and provide advice in accurate spoken English.
• Processing and updating information; handling and processing sensitive and confidential information; and keeping information safe
• Working with inhouse case management systems
• Cross‑checking information, data inputting and financial transactions, eligibility checks and support to complete applications.
• Training and support will be provided to the successful candidate.

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

Candidate Profile

We are looking for and motivated enthusiastic individual to join the Contact Centre. The ideal candidate will have a commitment to providing a high standard of customer service, strong organisational and interpersonal skills. You will be expected to be a quick learner. You must be able to provide a professional service for the various requirements of the services of the contact centre. You will require previous experience of dealing with customers and be able to prioritise your own workload in a demanding environment. You will work as part of a team and therefore can build effective working relationships with colleagues. You should be computer literate and be proficient in working with standard office IT applications including MS Office. You will be expected to learn how to navigate in-house ICT systems to work with data and information.

Additional Information

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.

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.