Remote Triage & Customer Services Officer

Carrington Blake Recruitment; United States; Remote; USD 17,000 - 30,000; Part time

Job summary

Carrington Blake Recruitment seeks a Customer Services Triage Support Officer to join the Children’s Services team. You will be the first point of contact for the public, handling calls, emails and inquiries, triaging complaints and directing complex issues to the right team.

You will assess urgency, record interactions, maintain confidential records and provide admin support to the Customer Services Manager in a busy public-facing environment.

Qualifications

• Previous experience in a customer service, administration or public-facing role.
• Experience handling telephone calls, written enquiries and customer correspondence.
• Ability to communicate confidently and professionally with a range of people, including those who may be distressed or unhappy.
• Strong organisational skills and the ability to manage competing priorities and meet deadlines.
• Excellent attention to detail, particularly when recording information and maintaining accurate records.
• Good IT skills, including Microsoft Outlook, Word, Excel and Teams.
• Ability to handle confidential and sensitive information appropriately.
• Strong listening, problem-solving and communication skills.

Responsibilities

• Act as the first point of contact for members of the public contacting Children’s Services by telephone, email and other communication channels.
• Respond to enquiries professionally, providing clear information, advice and guidance wherever possible.
• Receive, record and triage complaints, compliments, feedback and general correspondence.
• Identify urgent or sensitive matters, including concerns involving vulnerable individuals, and escalate these to the appropriate team or manager.
• Handle complaints sensitively, ensuring information is accurately recorded and responses are monitored within agreed timescales.
• Maintain accurate and confidential electronic records, databases, spreadsheets and tracking systems.
• Provide administrative support to the Customer Services Manager, including preparing documents, maintaining action logs and supporting meetings.
• Work closely with social care, education, SEND teams and other Council departments to ensure enquiries reach the correct people.
• Assist with preparing management reports and identifying recurring themes or areas where services could be improved.
• Ensure all customers are treated fairly, respectfully and professionally, including those who may be upset, frustrated or dissatisfied.

Skills

Customer service experience

Public-facing experience

Organisational skills

Attention to detail

IT skills

Communication

Confidential information handling

Problem-solving

Tools

Microsoft Outlook

Word

Excel

Teams

Job description

Carrington Blake Recruitment seeks a Customer Services Triage Support Officer to join the Children’s Services team. You will be the first point of contact for the public, handling calls, emails and inquiries, triaging complaints and directing complex issues to the right team.

You will assess urgency, record interactions, maintain confidential records and provide admin support to the Customer Services Manager in a busy public-facing environment.