Customer Service Officer - Community Hub

Location

Cheshire | United Kingdom

Job description

Job Category : Administration
Location : Durban House, West Sussex County Council
Hours Per Week : 37.00
Start Date : Immediate Start
Start Time : 09:00
End Time : 17:30
Salary: £11.96

The Community Hub has been designed to provide a function that helps to keep
residents safe during the COVID19 crisis by meeting their urgent and ongoing
need. The Community Hub front door is delivered by the Customer Experience
Service where we help customers understand the support that is available to
them, helping them to remain self-sufficient, but recognising ‘need’. The
Community Hub manages inbound calls from residents and makes outbound
calls supporting Central Government.

The role is responsible for providing a transactional front-line service direct to
customers, providing solutions to queries and issues raised, for example,
answering customer enquires through phone, email, letter, and social media and
making outbound calls. The focus of this role is to deliver a truly customerfocused service which delivers ‘Customer Excellence’ standards consistently and supports the residents of West Sussex.

Job details
Grade: Grade 7
Directorate Group: Community Hub Team, Customer Experience Service,
Communities Directorate
Location: Durban House, Bognor Regis, with the flexibility to work from home
and at other locations as required
we require 9 staff
Required experience and skills
(These will be used as the shortlisting criteria)

Key Skills:

1. Excellent oral and written communication skills, to be able to articulate to customers often technical information in a way which is meaningful.
2. Influencing skills to be able to persuade colleagues to draft responses to letters and provide information on progress.
3. Able to prioritise between competing demands and remain calm when dealing with irate or unhappy customers.
4. Proficient IT skills in several specialist systems, plus the full range of Microsoft.

Qualifications and/or experience:
⦁ Educated to GCSE standard or equivalent qualifications or comparable experience.
⦁ Experience of working in a customer service role, providing information, resolving queries and prioritising calls.
⦁ Experience of use of relevant software, including social media and systems, to support service delivery.
⦁ Knowledge of the processes involved in the work of prevention and COVID19, to be able to explain to customers what stage a piece of work is at, how it will progress, etc.

Job tags

Salary