Customer Services Enabling Officer

Barker Ross Group; Sunderland; On-site; GBP 10,000 - 40,000; Full time

Job summary

A public service organization based in Sunderland is seeking Customer Service Advocates to join their busy team. These roles, extending until November 2025, focus on providing vital support in a 24/7 service environment. Responsibilities include managing Telecare alarms and offering guidance through various channels. Ideal candidates will possess experience in customer service and familiarity with systems like Jontek. A competitive hourly rate of £13.26 is offered, with incentives for weekend and night shifts.

Qualifications

• Experience in a customer service role, ideally in a similar environment.
• Familiarity with handling sensitive customer data and ensuring their safety.
• Strong interpersonal skills for customer engagement.

Responsibilities

• Support the Customer Enabling Service by handling Telecare alarms.
• Provide information and guidance across multiple communication channels.
• Collect data and customer insights through surveys and direct communication.

Skills

Experience in telecare or similar support environment

Verbal and written communication skills

Ability to handle multiple communication channels

Tools

Jontek system

Job description

Our Public Sector Client based in Sunderland requires 3 Customer Service Advocates to work within their busy Customer Service Enabling Team. The roles are working through until November 2025, 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 ...