Position Overview & Specifications
Customer Services Officer
Scale 6: Starting salary £32,418 pa incl LW
This role requires you to provide a comprehensive, efficient, effective and responsive service for our customers, communicating at all times in a positive, friendly and professional manner in accordance with set performance standards and customer care initiatives.
You will be the first point of contact, greeting customers entering our buildings, taking responsibility for quickly assessing the reason for the visit and taking appropriate action to resolve all enquiries in accordance with procedures.
You will deal with enquiries for multiple services, resolving enquiries, signposting, booking appointments, escorting customers to appointments or making referrals to specific services in accordance with guidance.
You will assist, promote and encourage people to self-serve wherever possible including promoting digital channels of communication.
You will work collaboratively with our partners and stakeholders, as required, to enhance our service quality and meet the needs of customers
The successful candidates must have the following key attributes :
• Be customer focused, empathetic and understanding- Understand the customer needs and conveys information clearly and effectively
- Demonstrate the ability to deal with challenging situations, delivering the best outcomes for customers
- Demonstrate individual responsibility and ownership of customer service delivery and outcomes
- Be proactive, knowledgeable and take initiative
- Have a strong commitment to the team and the service
- Demonstrate resilience to pressure; staying calm and focused
- Be flexible and adaptable to change, including technological changes
- Maintains professionalism at all times.
Please note we operate an anonymised application process. If you are uploading your CV or a personal statement, please remove your personal details and replace these with your unique application number
If this sounds like your ideal next challenge, Click the 'Apply online' button and complete an online application form.
Job Description and Person Specification
Closing date: Sunday 12 February 2023 at midnight