Customer Service Officer - Repairs Call Centre

WMJobs; Tamworth; Hybrid; GBP 25,000 - 28,000; Full time

Job summary

A leading local authority in the UK is seeking a Customer Service Officer for their Repairs Call Centre. This role involves handling customer enquiries regarding repairs and maintenance, requiring excellent communication skills and the ability to work in a fast-paced environment. The position offers a home working contract and is crucial for ensuring high-quality service delivery to the community.

Benefits

Flexible working

Non-contributory health scheme

Local Government pension scheme

Generous holiday entitlement

Discounted gym membership

Payment of professional fees

Qualifications

• Excellent communication and interpersonal skills – telephone, in person & written.
• Ability to work effectively in a fast-paced environment both as part of a team and on own initiative.
• Confident in the use of computer systems.

Responsibilities

• Handle a wide range of enquiries relating to council services, predominantly for repairs.
• Signpost customers to partner agencies ensuring a seamless customer service experience.
• Work under pressure and deal with challenging situations in a sensitive manner.

Skills

Communication

Interpersonal skills

Problem solving

Attention to detail

Computer literacy

Job description

Customer Service Officer - Repairs Call Centre

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Customer Service Officer - Repairs Call Centre

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CUSTOMER SERVICES

Home working contract

37 hours per week

Maternity cover up to 13 months

Set in the beautiful county of Staffordshire, Tamworth is a vibrant town with rich heritage. Located in the centre of Britain, with a growing population of over 77,000 people, Tamworth is a borough with much to be proud of. Our transport links, unique shopping experience, developing town centre, green spaces, leisure offer, including our cultural and wide-ranging outdoor events programme, as well as our heritage buildings, all help make it a great place to live, work, study, and visit.

Tamworth Borough Council,

TAMWORTH BOROUGH COUNCIL

CUSTOMER SERVICES

Customer Service Officer – Repairs Call Centre

£25,584- £27,711 per annum

Home working contract

37 hours per week

Maternity cover up to 13 months

Set in the beautiful county of Staffordshire, Tamworth is a vibrant town with rich heritage. Located in the centre of Britain, with a growing population of over 77,000 people, Tamworth is a borough with much to be proud of. Our transport links, unique shopping experience, developing town centre, green spaces, leisure offer, including our cultural and wide-ranging outdoor events programme, as well as our heritage buildings, all help make it a great place to live, work, study, and visit.

In addition to all that Tamworth already has to offer, exciting times are ahead as we embark on a period of significant transformation. Multi-million-pound projects, such as the Future High Street Fund development will help to bring about lasting change and improvements in the future. This will assist with our mission to restore Tamworth town centre as the beating heart of the community, a place that people want to visit, rather than a place they have to visit.

Working for Tamworth Borough Council is more than just a job, it’s about making life better for the people who live and work in the Borough. We recognise that everybody who works at Tamworth Borough Council is key to successfully delivering its aims and objectives. We can’t do this without skilled and ambitious workforce working in a positive environment empowered to do their best.

Tamworth Borough Council’s customer service centre is at the heart of our council services, and we are looking for an enthusiastic, highly motivated individual to cover maternity leave on our repairs call handling team.

Each day brings a different challenge; you will need to be a great team player and confident communicator to flourish in this position.

This role requires contact with our service users via telephone or digital methods, such as web chat, email, and social media. You will take ownership for, and resolve, a wide range of enquiries relating to council services, predominantly for repairs and maintenance of our tenanted properties and corporate buildings. You will effectively signpost customers to partner agencies where necessary ensuring a seamless customer service experience. You will possess the ability to work under pressure and proactively deal with challenging situations in a sensitive manner using your own initiative.

Flexibility around working patterns, excellent customer service skills and computer literacy are essential, as well as being able to embrace new ways of working and technologies by developing and promoting our digital services and supporting our customers with their online journey.

To apply for this role the following experience is beneficial, however not necessary as training will be provided:

• Excellent communication and interpersonal skills – telephone, in person & written.
• Ability to work effectively in a fast-paced environment both as part of a team and on own initiative.
• Confident in the use of computer systems.
• To have a knowledge and experience of local authority responsive repairs handling.
• Experience of dealing with difficult enquiries and problem solving.
• Strong attention to detail and accuracy in handling enquiries.
  
  
  

If you are passionate about delivering outstanding customer service and have the skills and experience to excel in this role, we’d love to hear from you.

We have an extensive benefits package including flexible working, a non-contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable), for further details please refer to the application information document on our website.

Appointment will be subject to satisfactory references, right to work in the UK check, medical clearance and DBS check.

For an informal discussion about this role please contact Vanessa Mitchell, Senior Customer Service Officer – Repairs Call Centre, on 01827 709475 or email Vanessa via [e-mail] or Debra Lee Customer Experience Operations Manager, via [e-mail].

For further information and to apply please visit Tamworth BC Jobs.

Late applications and/or CVs will not be accepted. Agencies need not apply.

If you have any queries about the recruitment process, please contact [e-mail].

Closing date: 1st June 2025

Interview date: 6th June 2025

In the event of exceptionally high levels of response, we reserve the right to close the post before the date stated to prevent the number of applications received being unmanageable. Therefore, you are advised to submit your completed application as soon as possible to have the best chance of being considered. Following the closing date, the Recruiting Manager will shortlist, and you will be notified.

Tamworth Borough Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We operate two guaranteed interview schemes which support individuals who meet all the essential criteria to be guaranteed an interview for a vacancy. The Disability Committed Employer scheme supports applicants with a disability and the Veterans Guaranteed interview scheme supports those defined as veterans, military spouses/partners and cadet instructors.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks are required for relevant posts.

We are committed to ensuring that people are not disadvantaged in accessing our services. We will make reasonable adjustments for those people that need further assistance, depending on the individual’s needs, further guidance can be found in our Reasonable Adjustments guidance Equality and diversity | Tamworth Borough Council.

Public facing roles are covered by the Fluency Duty as outlined in section 78 of the Immigration Act 2016, to serve the public it is vital that those working in public facing roles can communicate in English with members of the public receiving local authority services.

Seniority level

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