Customer Support Officer

Leicester City Council; Leicester; On-site; GBP 21,000 - 28,000; Full time

Job summary

Leicester City Council is seeking a Customer Support Officer to provide efficient face-to-face and telephone support from the Customer Services Centre. Based at City Hall, you will respond to queries from the public, including vulnerable customers, and promote digital access to services.

You'll work in a fast-paced environment with support from the team to deliver high-quality customer service, ensuring enquiries are handled effectively and professionally.

Qualifications

• Experience in a busy, fast-paced environment.
• Strong communication skills face-to-face and over the phone.
• Ability to promote online services to customers.

Responsibilities

• Provide customer support face to face and via telephone.
• Assist customers in accessing services online and educate on digital options.
• Distinguish between service requests and complaints and take appropriate action.

Skills

Customer service

Communication

IT systems

Tools

IT systems

Job description

Full Time / 37 Hours Per Week / Permanent
The Council's Customer Support team is the main point of contact for the 348,000 people who call Leicester their home, answering people's questions over the phone, online and in person. They're often the face and voice of the Council, helping those that get in touch to access the services they need and provide answers to the questions or queries they have.
You'll be joining our multi-channel customer service team at a time when we're reshaping and transforming our service, as we work towards providing excellent customer services in a digitally enabled way, ensuring that customer needs and experiences are at the forefront.
Join us and you'll find a fast-paced, rewarding, and fun environment, even though we often deal with serious issues. You'll have plenty of support and you will strive to makes a real difference to the people of Leicester.
We have full time positions available on a permanent basis. The full-time positions will work 37 hours per week, 8.30am to 5pm Monday to Thursday and 8.30am to 4.30pm on a Friday.

About the team

We are looking for a Customer Support Officer to provide an efficient, effective and customer focussed face to face and telephone provision on a range of services delivered from the Customer Services Centre and corporate contact centre.
Based at City Hall, you'll work with the team to respond to queries from members of the public who are often vulnerable members of society. Acting as an ambassador for Leicester city council, you will be on the front line to provide advice and assist with service requests.
You'll be confident in the use of technology, and you will be able to promote the benefits of accessing services online, educating, encouraging, and empowering customers to access services via this method.
You'll provide accurate advice and assistance to customers queries and you will be able to distinguish between a service request and a complaint and then take the appropriate action.

What you'll need

You'll have experience of working in a busy, fast paced, and challenging environment. You will also enjoy working with members of the public and responding to queries. Using your positive attitude, you will be able to deal with a range of enquiries regarding the services provided by Leicester City Council. Having good communication skills sufficient to deal with customers face to face and over the telephone, being able to verbally present new ideas and proposals.
You'll also have knowledge of using and managing a range of IT systems to perform day to day tasks.