Customer Service Officer

Gloucestershire County Council; United States; Hybrid; USD 28,000 - 35,000; Full time

Benefits offered by this job

Regular support and supervision

Training and career development

Annual leave up to 30.5 days

Job summary

Gloucestershire County Council is seeking a Customer Service Officer to help people access council services. You will handle enquiries by phone or email, welcome visitors, and support Adult Social Care queries from Shire Hall in Gloucester.

The role offers hybrid working with initial office-based probation and full training provided. You will need excellent communication skills, a confident telephone manner and the ability to follow guidance with good judgement.

Qualifications

• Excellent communication skills and confident telephone manner.
• Ability to follow guidance and work instructions with good judgement.
• Self-motivated, pragmatic and resilient, with a focus on customer outcomes.

Responsibilities

• Handle customer enquiries via phone and email and provide accurate information.
• Support access to council services and guide customers to the right outcome.
• Deliver a high standard of customer service in a busy environment.

Skills

Communication skills

Telephone manner

Problem solving

Resilience

Following instructions

Job description

As a Customer Service Officer, you'll be at the heart of helping people access council services. Whether supporting someone over the phone, responding to an email, welcoming visitors to Shire Hall or helping with an Adult Social Care enquiry, you'll make a real difference to people's experience. This is a varied role where you'll use your communication skills, problem-solving abilities and judgement to ensure customers receive the right support at the right time. If you are confident communicating with a range of people, can follow guidance, and enjoy helping enquiries reach a clear outcome, we would like to hear from you. To get an idea of what it's like to work in our Customer Service Team for Adult Social Care team watch our short video and read this. We work flexibly with a mix of office and home working although during the probation period (first 6 months), you will be working from the office, based at Shire Hall in Gloucester., This is a great time to join Gloucestershire County Council, as we are on an exciting journey. Customer Service Team is based at Shire Hall in Gloucester and you will work with enthusiastic and supportive colleagues who are passionate about their work and what they achieve together as a team. Joining our Customer Service Team can be a great opportunity towards developing a long-term and rewarding career with the Council. What we need from you You need to have excellent communication skills, have a confident telephone manner and respond positively during difficult conversations. You will be self-motivated, pragmatic, resilient and take ownership of enquiries to resolution. You will have the ability to follow work instructions and look for continuous improvements in how we do things. Our values are at the heart of everything we do and how we treat each other. They provide essential guiding principles about the way that we work and set the tone for our culture, and identify what we, as an organisation, care about. See more about our Values on our website. If you hold the same behaviours and approach, then we want to hear from you! In exchange, we will provide you with full training and support to help you succeed in your role!, It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a 'customer facing role' must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English. Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working. We reserve the right to close this vacancy early due to the volume of applications received. If you are an Internal applicant and consider yourself to have a disability

• as per the Equality Act (2010), please declare this in an email to [e-mail], as this is NOT currently covered in the application due to a technical error. By providing this information, you can choose to be considered for a guaranteed interview under our Disability Confident pledge if you meet all essential criteria. It also enables the recruiting manager to arrange any reasonable adjustments you may need during the process.
• a disability is defined as: a physical or mental impairment, which has a substantial and long-term (more than 12 months) adverse effect on a person's ability to carry out normal day-to-day activities.
  In return for your commitment, you'll be entitled to our full benefits package, including:
• Regular formal and informal support
• Safe, supportive and positive working environment with regular, reflective supervision
• An investment into your professional development, including career pathways, mandatory training and additional topical bi-annual workshops.
• Annual leave up to 30.5 days after 5 years employment
• Access to the Local Government Pension Scheme
• Staff discount scheme that offers access to great savings including discounts with major supermarket chains and high street retailers
• Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone.
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network.
• Gloucestershire Salary Sacrifice Green Car Scheme (T&C's apply)
• GCC's Cycle to Work Salary Sacrifice Scheme