Customer Service Support Officer

TN United Kingdom; Exeter; On-site; GBP 60,000 - 80,000; Full time

Job summary

An esteemed organization within the police industry is seeking a Customer Service Support Officer in Exeter. This temporary role offers a competitive hourly rate and involves being the first point of contact for all communications. You will provide timely responses to service requests, manage phonelines, and support inquiries from the public and other agencies. This position requires excellent communication skills, strong customer service abilities, and a knack for problem-solving. Join a dedicated team and make a significant impact in the community by providing essential support and guidance.

Qualifications

• Proficiency in IT systems and good keyboard skills.
• Strong communication skills, both oral and written.

Responsibilities

• Manage phonelines and monitor social media for inquiries.
• Conduct risk assessments and escalate cases as needed.

Skills

Customer Service

Communication Skills

Analytical Skills

Problem-Solving

IT Proficiency

Education

GCSEs in English and Maths

Tools

IT Systems

Job description

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Customer Service Support Officer, Exeter

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Client:

Location:

Exeter, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

e4df773fdbef

Job Views:

10

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

We are currently seeking a Customer Service Support Officer to join our client Devon and Cornwall Police, an esteemed organisation within the police industry. This is a temporary role with a competitive hourly rate of £12.21.

You will be working out of Andy Hocking House, Middlemoor HQ

As a Customer Service Support Officer, you will be the first point of contact for all communication methods into our client's organisation, including telephone, letter, email, and social media contacts. You will be responsible for providing efficient, professional, and timely responses to service requests from the public, offering information, advice, guidance, and resolution to queries from both the general public and other agencies.

Key Responsibilities:

• Effectively managing our client's phonelines, monitoring social media chat, and providing a reception service for their team.
• Conducting accurate dynamic risk assessments for every contact received and escalating or referring cases to management, emergency services, or other relevant agencies as required.
• Undertaking initial assessment of correspondence, identifying the level of response or action required.
• Drafting responses to correspondence in line with agreed guidelines, policy statements, and frequently asked questions (FAQs).
• Liaising with key points of contact in the Police Force to support inquiries related to the attention of the PCC.
• Providing appropriate support to callers who may be emotional, distressed, or vulnerable.
• Recording all correspondence accurately in designated systems and following up on any required actions.
• Undertaking analysis to support monitoring and performance management of correspondence and customer service.

Requirements:

• Good keyboard skills and proficiency in IT systems.
• Excellent oral, listening, and written communication skills.
• Demonstrable analytical and critical thinking abilities.
• Strong customer service skills with a focus on problem-solving and decision-making.
• Ability to adapt to changing situations and work effectively as part of a team.

Qualifications:

• GCSEs (grade 9-4/A-C) or equivalent in English and Maths.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.