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Customer Services Officer

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Job Summary

Employment Term:
Full time, Permanent
Working Pattern:
Full time
Advert Start Date:
Advert End Date:
Closed for applications on 18/08/2019 23:59
Hours per week:
Job Category:
Customer Services/Reception
Vacancy ID:
Employment Location:
Badminton Road, Yate
Post Number:

Job details 

Closing date:
18 Aug

Please note

This job is closed for applications.

Further information

Summary of Post

An opportunity has arisen to join the First Contact Team. This team is the first point of contact for adults with disabilities, older people and their representatives. We are currently looking for people who are committed to providing a very high standard of customer service having a proven track record in a similar setting.

You will need to be a good team worker who is also able to work alone. You will need to have excellent organisational skills and be positive, flexible and able to adapt to the ongoing changes taking place within the Children, Adults and Health Team.

You will receive contacts by telephone, e-mail and post from the public, service users and other professional agencies. The information you receive will often be sensitive and upsetting and you will be required to display understanding and professionalism at all times.

By careful questioning and active listening you will be able to signpost to other more appropriate agencies or collect the relevant information to enable a decision about assessment or review to be carried out within the Children, Adults and Health Team.

Main Duties

(a) To provide a telephone service for the hours the Contact Centre is open. This involves dealing with queries and requests from the public, service users, and other professional organisations.

(b) Taking calls about safeguarding concerns, asking relevant questions to gather appropriate information for senior officers to consider.

(c) Taking contacts over the telephone, e-mail and post, gathering all relevant information. This will involve careful and sensitive discussion with the caller as well as contacting other relevant people to gain full information and urgency of the request and accurately documenting this information.

(d) To follow up written contacts with telephone calls, as directed.

(e) To give callers information over the telephone and signpost them to other service providers that may be able to meet some or all of their needs. The post holder will need to have a thorough knowledge of the services provided by the Children, Adults and Health Department, the services provided by (or with) partner agencies such as the Primary Care Trust, other services across the Council, and services provided by external agencies and the voluntary sector.

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.


o A good team worker with the ability to work alone, by working effectively under pressure using initiative and be responsible for own judgments.

o Good communication and with relevant Customer Care skills and experience of dealing with the public within a pressurised environment.

o A high standard of administrative abilities, including high level of proficiency in word processing/keyboard skills.

o Relevant experience of working in an office environment, including the use of database systems to look up and input information.

o Need to be adaptable, flexible and co-operative in approach.

o The equivalent of a minimum of 3 GCSE's at Grade C or above, (including Maths and English).


Previous experience of entering data into the AIS Client Index (or other complex database)

Additional Information

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

This post is based at Badminton Road, Yate BS37 0DE

For further information after reading the job summary, please contact Gill Shelper on 01454 867975

Salary: H10 £19,554-£21,166. (pro rata)

Hours: 37 hours full-time

Safer Recruitment

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

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.

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