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Customer Service Officer Call Centre Southwark Council

Reference number: SW-001982
  • Salary: £10.75 PAYE
  • Job Type: Full-time
  • Employer: Southwark Council

Purpose of the job 

To provide and promote a professional, high quality, front line customer focused service to all callers, processing information in response to enquiries, concerns or requests for Council services received through various channels, and ensuring that all enquiries are swiftly and comprehensively resolved at first point of contact. ensuring that they are processed in one transaction, as far as is reasonably practicable

To provide a service quality function, surveying customers for feedback

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principal accountabilities 

To deal with telephone enquiries, emails, letters and texts from customers in a professional manner, consistent with corporate customer services standards and targets.

To receive monies, by debit and credit cards, as appropriate, using the Council’s electronic payments facility.

To follow up with customers to check job completion and service quality, within agreed timescales

To use all available ICT systems to provide accurate advice, resolve enquires, raise orders, with correct level of priority and maintain  and update records on behalf of the customer and ensure that duties are undertaken with regard and compliance of the Data Protection Act and other relevant legislation.

To be sensitive to the needs of the diverse local community. Use all services, for example, translation services to help meet the needs of individuals

To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Contact Centre’s performance standards and the business objectives

To liaise and work with colleagues across the Council, contractors and other partner agencies as appropriate to resolve enquiries.

To be a team player in a customer focused team, contributing to meetings, team building and continuous improvement.

To actively participate in training and development to develop skills and competencies.

To take ownership and responsibility for all enquiries presented to the Customer Service Centre, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions.

To make appropriate onward referrals to other agencies to resolve enquires and reduce risk, escalating urgent and/ unresolved enquires to Tier 2 Call Handlers or Senior Customer Services Officer.

To carry out all administrative tasks relating to the Contact Centre and any necessary follow-up work in relation to incoming calls.

To work shift patterns in line with the Contact Centres operational hours including evenings, weekends and bank holidays as required

Encourage and assist customers to access Council services, forms and information via the Councils website

To carry out all duties in accordance with the Council’s Health & Safety policy.

To perform any other duties consistent with responsibilities and level for the role.

 

Job context 

The Council is continuing a programme of modernisation and change to deliver on a number of key objectives with the aim of facilitating the Council in moving to become a modern, customer-oriented organisation.

The focus for the role is continuous service improvement and both cost effectiveness and excellence in customer service.

The Customer Service Officer role is flexible across the full range of skills required to deliver all elements of the Councils Customer Access Strategy

The post holder will be required to liaise with the following:

 

 

Performance Appraisal and Investors in People 

The post holder must demonstrate commitment and enthusiasm to the Council’s corporate objectives of performance appraisal and Investors in People.

Special conditions

The grade of the post has been set at Grade 5 using the Council’s local grading scheme.

Contractual hours of duty are 36 per week.

Customer Focus

Right first time service delivery

Can do attitude and demonstrable ownership and responsibility

Passion Drive and commitment

Service delivery which is focused on the customer and shaped by putting yourself in the customers shoes

Strong communication skills and ability to communicate in a range of formats

Strong commitment to corporate working, team working and joint working with internal and external stakeholders

Flexible attitude, always prepared to go the extra mile

 

Person specification 

 

Knowledge:

Extensive knowledge of customer services

 

Experience:   

  • Experience of working within a complex customer service delivery environment either face to face or by telephone                                   
  • Experience of using telephony and computer systems in a customer service environment                                              
  • Experience of dealing directly with and advising customers                                      

 

Skills:

 

  • Ability to communicate effectively both verbally and in writing with a variety of customers
  • Ability to demonstrate flexibility in a high pace service delivery environment
  • Ability to work independently and within teams to meet targets and deadlines
  • Ability to communicate effectively both verbally and in writing with a variety of customers
  • Ability to demonstrate flexibility in a high pace service delivery environment
  • Ability to work independently and within teams to meet targets and deadlines
  • Effective interpersonal skills to enable development of working relationships with customers, colleagues, partners and stakeholders
  • Ability to evaluate situations quickly and make decisions while remaining calm and taking appropriate action
  • Ability to work on own initiative and take accountability and responsibility for decisions made.

To apply:  

Please email your updated CV to andreia@southwarkworks.org.uk ASAP

Please remember an essentialcriteria to be considered for the role is to have Experience of working within a complex customer service delivery environment either face to face or by telephone

Date posted: 05/01/2021

Originally found on: Southwark Council

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