Customer Services Enabling Officer

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

Job summary

A public sector client in Sunderland seeks 6 Customer Service Advocates for a vital role supporting customers 24/7. Responsibilities include managing Telecare alarms, providing assistance via various communication channels, and ensuring service delivery continuity. Candidates should possess experience in a support environment, with familiarity in telecare and a customer-focused approach. This role offers an hourly rate of £13.26, with attractive night and shift allowances. Opportunities for extension may arise until March 2026.

Qualifications

• Experience in telecare or similar support environment is desirable.
• Ability to handle complex customer service inquiries effectively.

Responsibilities

• Provide information and guidance to customers via multiple channels.
• Resolve enquiries at the first point of contact.
• Undertake surveys and collect data for improvements.
• Triage customers to appropriate service providers.
• Contribute to digital service delivery.

Skills

Customer service communication

Data collection and analysis

Telecare support experience

Jontek system familiarity

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