Resident Experience Support Officer

Oldham; Chadderton; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

LGPS pension

Gym discount

Staff discount scheme

Cycle to Work

Job summary

Oldham Council is seeking a Customer Support Officer to provide resident-focused telephone and face-to-face service, ensuring most enquiries are resolved at first contact. You will contribute to service delivery and team objectives while handling complex and sensitive queries with empathy.

The role demands strong customer care, excellent communication, and organisational skills, with a collaborative approach to work.

Qualifications

• Ability to demonstrate empathy when dealing with vulnerable and challenging customers
• Customer service skills to deliver polite, courteous and efficient service
• Organisational skills to complete tasks to deadlines
• Teamworking skills to work effectively with others to meet deadlines

Responsibilities

• Deal with customers in a professional and courteous manner, resolving enquiries at first point of contact where possible
• Handle complex and sensitive telephone calls, face-to-face enquiries, emails, live chat and switchboard for various services
• Demonstrate empathy when handling sensitive situations while remaining assertive in delivering advice
• Balance the needs of the customer with those of the business to achieve positive outcomes
• Take responsibility for obtaining information needed to process or resolve queries, escalating only when appropriate

Skills

Empathy

Customer service

Organisational skills

Teamwork

Job description

Oldham Council is seeking a Customer Support Officer to provide resident-focused telephone and face-to-face service, ensuring most enquiries are resolved at first contact. You will contribute to service delivery and team objectives while handling complex and sensitive queries with empathy.

The role demands strong customer care, excellent communication, and organisational skills, with a collaborative approach to work.