Join Cheltenham Borough Council as a Customer Service Officer and make a real impact in your community. This rewarding role recognises your hard work while offering the benefits of working for the local council!
Location: Cheltenham, Gloucestershire, GL50 9SA
Salary: £24,702 to £25,979 per annum pro rata
Job Type: Part – Time, Permanent (Working 14.8 Hours, Thursdays and Fridays)
Close Date: 29th September 2024
About Us
We are an ambitious and forward-thinking council, committed to making Cheltenham a better place to live and work, enabling communities and businesses to thrive whilst protecting the town's cherished qualities.
Our aim to be an employer of choice where everyone is treated fairly and feels valued and respected. We aim to provide a stimulating and rewarding working environment that encourages our people to work together, provides opportunities for them to reach their full potential and achieve a healthy work/life balance.
Customer Service Officer – The Role:
To work in partnership with other Customer Services Officers to respond appropriately and effectively to every customer contact which comes into CBH via the Customer Services Team, to provide a positive customer experience, and achieve high levels satisfaction.
Customer Service Officer – Key Responsibilities:
- Provide a high-quality service by addressing customer queries at the first point of contact
- Process requests from tenants, colleagues, and other sources via phone, email, or customer portal, ensuring appropriate prioritisation to avoid service delays
- Treat all customers with dignity and respect, adhering to individual needs and the Equality Act
- Respond to safeguarding concerns in line with policy and procedure
- Maintain confidentiality when handling customer information, complying with GDPR and safeguarding responsibilities
- Use a contact centre telephony system and respond to real-time call data
- Manage interactions with difficult customers and report incidents as necessary
- Utilise IT systems, Microsoft packages, and housing management databases effectively
- Maintain knowledge of key business services (e.g. Repairs, Tenancy Management, Housing Options) to correctly route customer queries
- Administer and monitor the customer web portal, email inbox, and out-of-hours service reports
- Deputise for the Customer Service Team Leader and assist with additional duties as required
Customer Service Officer – You:
- GCSE's or equivalent in Maths and English
- Ability to provide a high level of customer care and to demonstrate excellent organisation and communication skills (both oral and written)
- Ability to communicate effectively with colleagues and customers at all levels
- Ability to undertake a diverse range of customer-based services including administration both by direct contact and through the support of other Housing Staff and working on own initiative
- Knowledge on Microsoft outlook, word, excel and PowerPoint
- Experience with CRM systems and maintaining computerised customer records
- Ability to be flexible regarding workloads and varying circumstances
- Knowledge and understanding of equality, diversity and safeguarding and how to respond effectively to individual customer characteristics and needs
- Previous experience of handling with confidential/sensitive information
Customer Service Officer – Benefits:
- Excellent pension scheme. You will be eligible to join the Local Government Pension Scheme (LGPS)
- Generous holiday entitlement of 26 days rising to 31 days after five years. Part-time employees receive a pro rata entitlement of 26 days
- Flexible and agile working environment. We aim to provide opportunities to work from home or elsewhere and offer flexibility in working hours
- Comprehensive programme of learning and development
- Two days paid time off for volunteering
- Enhanced maternity and paternity schemes
- Employee counselling service
- Free eye tests (for some posts) and contribution towards the cost of glasses
- Cycle to work scheme
- Low-cost town centre parking (for some posts), depending on work location
- Commitment to employee wellbeing
- Access to a medical health benefit
To submit your application for this exciting Customer Service Officer opportunity, please click ‘Apply' now.