Customer Services Officer

Brackenberry Limited; Swindon; On-site; GBP 10,000 - 40,000; Full time

Job summary

A local authority service provider in Swindon seeks a Customer Services Officer on a 6.5-month contract, likely to be extended. This role involves managing inbound inquiries related to Housing Repairs, requiring strong customer service skills and an understanding of the Data Protection Act. Success in this position means empowering residents to use self-service options while handling data responsibly. Ideal candidates have proven experience in customer-facing roles and possess strong organizational skills.

Qualifications

• Proven experience in a customer-facing role, ideally within a contact centre or administrative environment.
• Ability to establish facts through effective questioning and active listening.
• Solid understanding of the Data Protection Act and the importance of maintaining confidentiality.
• Strong organizational skills to manage inbound repairs reporting and documentation accurately.

Responsibilities

• Answer inbound telephone calls and digital emails from customers using dedicated Call Centre technologies.
• Listen attentively to customer requirements and ask pertinent questions to establish facts.
• Provide support and confidence for customers to self-serve their queries.
• Adhere to the Data Protection Act and Council policies regarding sensitive information.
• Manage and process reports from residents regarding Housing Repairs.

Skills

Customer service skills

Effective questioning

Active listening

Organizational skills

Job description

We are working closely alongside with a local authority in Swindon to assist with the appointment of a Customer Services Officer(Housing) on a 6.5-months contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration., The Customer Services Officer acts as the primary point of contact for Swindon Borough Council residents, specifically managing inbound inquiries related to Housing Repairs. The role involves using call centre and digital email technologies to provide professional, courteous, and efficient service. A key focus of this position is empowering residents with the confidence to utilize self-service options for future inquiries while ensuring all data is handled in strict accordance with the Data Protection Act.,

Responsibilities

• Answer inbound telephone calls and digital emails from customers using dedicated Call Centre technologies
• Listen attentively to customer requirements and ask pertinent questions to establish facts and gain a full understanding of their needs.
• Once needs are identified, provide customers with the support and confidence to self-serve or use Council equipment to address their own queries.
• Strictly adhere to the Data Protection Act and Council policies regarding the handling of sensitive resident information.
• Specifically manage and process reports from residents regarding Housing Repairs. Ability to use Call Centre telephony systems and digital email technology effectively.

Qualifications

• Proven experience in a customer-facing role, ideally within a contact centre or administrative environment.
• Ability to establish facts through effective questioning and active listening.
• A solid understanding of the Data Protection Act and the importance of maintaining confidentiality.
• Strong organizational skills to manage inbound repairs reporting and documentation accurately.