Customer Care Officer - Customer Response

Aberdeen City Council; Aberdeen City; On-site; GBP 60,000 - 80,000; Part time

Job summary

Aberdeen City Council is seeking a dedicated Customer Care Officer to join their Customer Response Team. This part-time role focuses on providing excellent customer service and support for various council services. Ideal candidates will demonstrate strong communication skills, empathy, and the ability to work under pressure while maintaining high standards. Join us in making a real difference in Aberdeen's community.

Benefits

Flexible working arrangements

Disability Confident Employer

Guaranteed interview schemes for specific groups

Qualifications

• Ability to work under pressure while maintaining high customer service standards.
• Proficiency with IT systems and standard ICT packages.
• Practical problem-solving skills.

Responsibilities

• Handle inquiries to the Customer Response Team professionally and effectively.
• Support digital and assisted digital programmes.
• Assist customers with services including housing and council tax.

Skills

Customer Service

Communication

Problem Solving

IT Proficiency

Tools

Microsoft Office

Job description

Location: Marischal College, Broad Street, Aberdeen

Duration: Permanent, Part Time

Roles that require PVG Membership

Please note that from 1 April 2023, roles requiring PVG membership will require candidates to cover the cost. This applies only to roles with a full-time equivalent salary of £30,000 and above, including teaching roles and jobs at Grade 11 and above (currently £30,285 per annum / £16.64 per hour).

The Council will initially pay for the PVG membership cost—£18 for existing PVG scheme members or £59 for non-members—and this amount will be deducted from the employee’s first full month’s salary.

Job purpose/about the role

The role's purpose is to ensure all inquiries to the Customer Response Team are handled professionally and effectively, with excellent customer care. The post holder will support the digital and assisted digital programmes, ensuring customers receive appropriate support and access to council services. The role requires excellent communication and digital skills, high accuracy, and a strong customer service ethos.

Are you ready to make a real difference in Aberdeen? If you're dedicated, thrive in a fast-paced environment, and are passionate about customer service, we invite you to join Aberdeen City Council as a Customer Care Officer. You will be the first point of contact for our diverse community, assisting with services including housing, council tax, and digital support. If you possess empathy, excellent communication skills, and a genuine passion for customer service, we want to hear from you.

Minimum requirements for the post:

Not applicable

Skills and abilities the postholder should demonstrate:

• Ability to work under pressure in a busy environment while maintaining high customer service standards
• Consistently meet service targets
• Proficiency with IT systems and standard ICT packages such as Microsoft Office
• Handle difficult or emergency situations effectively
• Practical problem-solving skills

About Us

Further details are available in the Job Profile.

We support flexible working arrangements to suit both employees and the organization.

Disability Confident

We are a Disability Confident Employer. If you require reasonable adjustments during the selection process, please contact [e-mail].

We are also a forces-friendly employer, signed up to the Armed Forces Covenant, and a silver award recipient in the Defence Employer Recognition Scheme. For questions related to military service or application processes, contact [e-mail].

We offer guaranteed interview schemes for applicants who meet minimum criteria and belong to specific groups, including those with disabilities, care leavers, young people in Aberdeen, and those who have completed relevant apprenticeships or are refugees/asylum seekers under the New Scots scheme.