Omni-Channel Customer Service Officer

BCP Council; Christchurch; On-site; GBP 28,000 - 32,000; Full time

Job summary

BCP Council is seeking a customer service advisor to handle high-volume, multi-channel enquiries in a digital-first, omni-channel customer centre. You will work within defined procedures to resolve queries at first contact, supporting customers across digital, telephone, email, and post channels.

The role offers progression as you grow within the organisation and starts at the band entry point, with a starting salary of £14.83 per hour and a commitment to fair progression for every new starter.

Qualifications

• NVQ Level 1 or 2 in Customer Services or equivalent.
• Some experience of handling customer enquiries in a front line role.
• Knowledge of processes, procedures, scripts and protocols relating to customer services.
• Knowledge of a range of systems and customer platforms, including online and website services.
• Knowledge of services provided by the Council and its partners.
• Ability to respond to inbound and outbound customer enquiries from a range of channels.
• Ability to communicate effectively using tact and share information in a polite, positive and helpful manner.

Responsibilities

• Receive and respond to routine customer enquiries via digital platforms, telephone, email and post, supporting the customer journey.
• Identify the customer's issue and follow defined procedures to determine the best course of action or handover to senior colleagues.
• Provide information on routine matters and encourage use of digital/self-service channels where possible.
• Process mail received through digital mail room and index to correct service.
• Check and verify documentation provided by customers and upload to systems.
• Issue routine correspondence using standard templates.
• Process payments in person, digitally, and over the telephone, and reconcile as needed.
• Maintain accurate records of enquiries and resolutions for service level tracking.

Skills

Customer service

Communication

Multi-channel support

Problem solving

NVQ Level 1/2 in CS

Education

NVQ Level 1/2 in Customer Services

Tools

CRM systems

Online platforms

Job description

BCP Council is seeking a customer service advisor to handle high-volume, multi-channel enquiries in a digital-first, omni-channel customer centre. You will work within defined procedures to resolve queries at first contact, supporting customers across digital, telephone, email, and post channels.

The role offers progression as you grow within the organisation and starts at the band entry point, with a starting salary of £14.83 per hour and a commitment to fair progression for every new starter.