Customer Services Enabling Officer

Barker Ross; North East; Hybrid; GBP 10,000 - 40,000; Full time

Job summary

A public sector client in the North East is seeking 6 Customer Service Advocates to join their Customer Service Enabling Team. This role supports the delivery of complex customer service functions, including handling Telecare alarms and providing vital reassurance to customers. You will engage with them through multiple communication channels and help resolve inquiries effectively. The role offers a competitive hourly rate, various shifts available, and a commitment to inclusivity and diversity.

Qualifications

• Experience in a customer service role is desirable.
• Ability to handle Telecare alarms and provide reassurance.

Responsibilities

• Provide information, advice, and guidance to customers via various channels.
• Communicate specific knowledge of council services to resolve enquiries.
• Collect data/customer insights through surveys and interviews.
• Act as the first point of contact for the Council and partners.
• Contribute to Customer Service and Digital Strategies.

Skills

Experience in telecare or similar support environment

Familiarity with Jontek system

Job description

Our Public Sector Client based in Sunderland requires 6 Customer Service Advocates to work within their busy Customer Service Enabling Team. The roles are working through until March 2026, with the chance to extend beyond this.

The hourly rate for this role is 13.26 per hour, and due to the service being 24/7 - weekend and night increments are also included.

The main purpose of the role will be to support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities.

You will be responsible for handling Telecare alarms, providing reassurance, and co-ordinating appropriate support for our customers which is a 24/7 service. This is a vital role in ensuring the safety and wellbeing of those who rely on our services. Experience in telecare or similar support environment is desirable and familiarity with Jontek system would be beneficial.

Tasks will include:

• Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.
• Communicate, verbally and in writing, specific knowledge of council and partner services to resolve enquiries at the first point of contact.
• Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.
• Act as the 'front door' for the Council and partners, including the City Hall meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.
• Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT.

Various hours available 24 hours a day. Attracts Night Rate and Shift Allowance, dependant on hours worked

Please send your CV to (url removed)

Barker Ross Group values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.