Customer Service Officer – Durham Customer Service Centre

Government Recruitment Service; North East; On-site; GBP 20,000 - 30,000; Full time

Job summary

A public sector organization is looking for a Customer Service Officer to deliver excellent service primarily via telephone. The role involves handling customer queries, managing expectations, and performing administrative tasks. Candidates should have strong communication and problem-solving skills, with training provided to help develop necessary abilities. This dynamic environment offers comprehensive support to aid in career development.

Qualifications

• Ability to handle multiple customer queries through various communication channels.
• Experience in a fast-paced environment preferred.
• Training provided for the role.

Responsibilities

• Providing excellent customer service primarily via telephone.
• Assisting customers with advice based on their queries.
• Performing general administration and data processing tasks.

Skills

Customer service skills

Communication skills

Problem-solving skills

Job description

The Valuation Office Agency (VOA) are the public sector’s property valuation experts and advisers with a vision to be a world-leading provider of public sector valuations. Our work is vital to the collection of over £60 billion of revenue which goes back into communities, touching every citizen and every business across England and Wales.

We champion the values of professionalism, integrity, respect and innovation. We are committed to providing a collaborative and supportive working environment that encourages every colleague to contribute, grow and excel together. With opportunities to drive your own development and growth, we empower our colleagues to succeed by ensuring support at every step of their career journey.

Customer Service Officer – Role Overview

The Customer Service Centre (CSC) sits at the heart of our operations here in the Valuation Office Agency.

As a Customer Service Officer, you will play a crucial role in supporting our customers to ensure every customer receives a positive experience of the VOA. This is a varied and fast paced role, a typical day could involve handling a variety of customer calls, from providing guidance to a small business owner on business rates or responding to a query on Council Tax.

We prioritise speaking to our customers via the telephone. The successful candidates will receive full call handling and technical training to give you the confidence and ability to help our customers. As a Customer Service Officer, you will also have the opportunity to handle customer enquiries via other communication channels and carry out a range of data processing and administrative tasks to support operational functions.

This is a dynamic role where no two days are the same, requiring you to work at pace in a busy environment. While it can be challenging, you will always have colleagues and managers on hand to support you and help you develop valuable experience in problem solving, resilience and customer service skills.

Check out our video to hear more from us on why you should become part of our CSC team.

Inside the Valuation Office Agency - customer service careers - YouTube

Customer Service Officer – Key responsibilities

• Providing excellent customer service primarily via telephone, and through email and written correspondence.
• Gather information and ensure our customers provide all necessary information correctly.
• Assisting customers with advice based on their query and managing customer expectations through clear communication.
• Providing assistance including explaining procedures or policies, supporting customers to understand our processes and justifying decisions.
• General administration and data processing tasks including using our tools and databases to gather and analyse data.
• Record information on appropriate systems including documenting customer interactions accurately.