Customer Service Officer

Tamworth Borough Council; United States; Hybrid; USD 28,000 - 36,000; Full time

Benefits offered by this job

Flexible working

Non-contributory health scheme

Local Government Pension Scheme (LGPS)

Generous holiday entitlement

Discounted gym membership

Payment of professional fees

Job summary

Tamworth Borough Council is seeking an enthusiastic and highly motivated Customer Services representative to join our vibrant team. You will handle enquiries across telephone, digital, and face-to-face channels at our Marmion House reception, ensuring first-point resolution and signposting to partner agencies where needed.

You will work in a hybrid role with some duties carried out at home and some on site, contributing to excellent service delivery for residents of Tamworth and surrounding

Qualifications

• Clear communication with diverse people at first point of contact.
• Ability to use computer-based systems and digital channels.
• Experience delivering customer service across telephone, face-to-face, and digital channels.

Responsibilities

• Handle customer enquiries across multiple channels and provide accurate signposting to services.
• Resolve issues at first point of contact and contribute to a seamless customer experience.

Skills

Excellent communication

Work under pressure

Multi-channel service

Empathetic approach

Digital skills

English proficiency

Job description

In the event of exceptionally high levels of response, we reserve the right to close the post before the date stated to prevent the number of applications received being unmanageable. Therefore, you are advised to submit your completed application as soon as possible to have the best chance of being considered. Following the closing date, the Recruiting Manager will shortlist, and you will be notified. Tamworth Borough Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We operate two guaranteed interview schemes which support individuals who meet all the essential criteria to be guaranteed an interview for a vacancy. The Disability Committed Employer scheme supports applicants with a disability and the Veterans Guaranteed interview scheme supports those defined as veterans, military spouses/partners and cadet instructors. This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks are required for relevant posts. We are committed to ensuring that people are not disadvantaged in accessing our services. We will make reasonable adjustments for those people that need further assistance, depending on the individual's needs, further guidance can be found in our Reasonable Adjustments guidance Equality and diversity | Tamworth Borough Council. Tamworth Borough Council's customer service team is at the heart of council services. We are looking for an enthusiastic and highly motivated individual to join our vibrant team where you will be delivering exceptional customer experiences and working to resolve enquiries at first point of contact. Each day brings a different challenge; you will need to be a great team player and confident communicator. This role requires frequent contact with our customers, handling enquiries across several channels including telephone, digital and face to face, at our recently opened customer service reception based at Marmion House. You will take ownership for, and resolve, a wide range of enquiries relating to council services. You will effectively signpost customers to partner agencies where necessary, ensuring a seamless customer service experience all while offering an excellent service to the residents of Tamworth. When applying for this role please outline how you meet the criteria listed below:

• Excellent communication and interpersonal skills
• The ability to work efficiently under pressure both independently and as part of a wider team
• To have knowledge and/or experience of delivering customer services across multiple contact channels including telephone and face to face
• Focused on customer service with an empathetic approach and the ability to adapt methods to meet the needs of a diverse customer base.
• Confident in the use of computers and an awareness of digital customer service systems
• Experience in handling a wide range of complex queries, Public facing roles are covered by the Fluency Duty as outlined in section 78 of the Immigration Act 2016, to serve the public it is vital that those working in public facing roles can communicate in English with members of the public receiving local authority services.

Located in the heart of Staffordshire, Tamworth is a vibrant and well connected borough with a rich heritage and a growing population of over 77,000. With strong transport links, an evolving town centre, green spaces, leisure and cultural attractions, it is a great place to live and work. Exciting times lie ahead as the Council delivers major transformation, including multi million pound investment such as the Future High Street Fund, helping to restore the town centre as a thriving community hub. Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.

This is a hybrid working contract, there is a requirement for some of duties to be carried out at home and some on site. Site attendance will constitute more than 40% of available working time.

We have an extensive benefits package including flexible working, a non-contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable), for further details please refer to the application information document on our website.

Appointment will be subject to satisfactory references, right to work in the UK check, medical clearance and DBS check.