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Customer Care Officer

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Job Summary

Employment Term:
Full Time, Limited Term
Working Pattern:
Full time
Advert Start Date:
07/12/2018
Advert End Date:
21/12/2018 23:59
Salary:
£18,870 - £20,541 up to £23,866 depending on experience
Hours per week:
37
Job Category:
Customer Services/Reception
Vacancy ID:
102781
Employment Location:
Patchway
Post Number:
CR33115A/848/EP

Job details 

Closing date:
21 Dec


Further information

Summary of Post

The One Stop Shop is the front face of the authority, dealing with customer enquiries for all council services. Our team resolve complex and challenging enquiries at the first point of contact, gather information and verify supporting evidence whilst looking at signposting customers to third parties.

It is vital that the team offer an excellent customer service to a wide variety of customers, many whom are vulnerable.

This is a limited term contract until 31st January 2020.

South Gloucestershire Council is committed to treating everyone fairly, to challenging inequalities and to promoting equality of opportunity for all. We welcome applications from everyone and value diversity in our workforce.


Main Duties

To receive information, notifications, requests for services, complaints and other communications from members of the public in a face to face environment.

To act independently and proactively assess those requests, identify appropriate responses and respond with suitable information/advice.

To communicate fluently and explain complex and technical concepts, adapting your style to meet the needs of the customer.

To use personal judgement and initiative to authorise the delivery of services and make arrangements (including financial arrangements) with customers in accordance with delegated authority from client departments.

To identify customers who require specialist advice and arrange for it to be provided.

To co-ordinate responses to customer requests which involve several departments

To provide customers with procedural advice on all services and service department documentation.

Using personal initiative to act as an advocate within the council on behalf of individual customers, and chase progress on individual requests.

To deal with all customers in a friendly and attentive way, in accordance with the council’s Customer Care Charter.

To undertake reception desk duties as required.

To support the councils corporate contact centre by answering telephone calls.

To receive customer payments through the One Stop Shop.

To update and record accurate information on council based computer systems

To participate in a programme of continuous training including an NVQ level 3 in Customer Care.

Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.

Essential

You will hold an NVQ level 2 (Customer Care) or 3 GCSE’s Grade C or above or equivalent qualification or equivalent relevant experience
You will have customer service experience in a similar environment
You will demonstrate the ability to deal with a range of enquiries and provide a first time resolution where possible
You will have proven written and verbal communication skills to deal with and record outcomes of customer enquiries
You have proven monitoring or numeracy skills to produce accurate calculations and to take customer payments
You will demonstrate the ability to work to regulations and code of practice
You will have good IT skills which will enable you to be trained on and be confident in working with relevant software packages. Such as Outlook, Microsoft Office, Uniform and Paye.net
Exemplifying the Council's values and behaviours.

Desirable

You will have a comprehensive general knowledge of the council’s departments and services
Experience of acting as an advocate on behalf of others

Additional Information

For an informal discussion about the job, after you have read the job summary, please contact Ben Temple, Customer Services Supervisor on 01454 864193 or Tina Willis, Customer Services Supervisor on 01454 863598.

Our Values

As an employee of South Gloucestershire Council you will be expected to have a ‘can-do’ attitude and adapt to the fast pace of change. You will strive to work well with others to reach a common goal and embrace a partnership and inclusive approach to delivering efficient and effective services. You will use your initiative to deliver and take responsibility for your performance to help the team, department and council to achieve its goals and make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services.

For an informal discussion about the job, after you have read the job summary, please contact Ben Temple, Customer Services Supervisor on 01454 864193 or Tina Willis, Customer Services Supervisor on 01454 863598.

Our Values

Our staff need to have a ‘can-do’ attitude and adapt to the fast pace of change. They must work well with others to reach a common goal and be willing to embrace a partnership and inclusive approach to delivering efficient and effective services. They must use their initiative to deliver and take responsibility for their performance to help the team, department and council to achieve its goals and must make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services. Our managers are also required to demonstrate effective leadership qualities, shape and manage team plans and motivate their staff to achieve.

Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

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