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Contact Centre Customer Care Officer

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Job Summary

Employment Term:
Full time, Permanent
Working Pattern:
Full time
Advert Start Date:
06/10/2020
Advert End Date:
Closed for applications on 20/10/2020 23:59
Salary:
£23,080 to £25,481
Hours per week:
37 hours
Job Category:
Customer Services/Reception
Vacancy ID:
106439
Employment Location:
Kingswood Civic Centre, Kingswood, Bristol
Post Number:
CR8032/040/SS

Job details 

Closing date:
20 Oct


Please note

This job is closed for applications.

Further information

Contact Centre Customer Care Officer
Salary Band: £23,080 to £25,481
Hay 9
Working Pattern: Permanent, Full Time, 37 hours per week.
Location: Kingswood Civic Centre, Kingswood, Bristol.

The Corporate Contact Centre is the first point of contact for our customers and is a fast paced customer focused environment. Officers provide information, advice and assist with transactional service requests over the telephone, via email, social media and webchat.

Hours of work: 8.45 – 5.00 Monday to Thursday & 8.45 – 4.30 Friday, 37 hours per week.

This job is due to close on Tuesday 20 October, however we reserve the right to close the advert earlier than this date, should we receive a suitable number of high quality applicants.

How you’ll make a difference

As a Contact Centre Customer Care Officer you will make a difference by providing advice, help and support in response to complex or challenging enquiries.

You will also check and assess the quality of information received and clarify points to ensure that it is suitable to be processed. You will also signpost customers to help them access support services provided by the council and partner organisations.
What will you be doing?

You will deal with a range of enquires from our customers, over a number of service areas which include, but not limited to:

• Benefits
• Council Tax
• Housing (social and private sector)
• Streetcare
• Waste Service

The main part of this role is to listen to our customers and use your knowledge and expertise to help resolve these enquiries. You will provide advice, help and support and also signpost customers to help them access Council services.

What we need from you:

For this role you must have excellent communication skills (including questioning, listening, establishing rapport, showing empathy, whilst managing customer expectations).

You will have the ability to explain legislative/ technical and complex information clearly in a high volume and fast paced environment.

You must be friendly, motivated and someone who cares about giving the highest level of service to our customers. You will be flexible and able to adapt quickly to changing priorities.

You will be willing to commit to achieve personal/team targets whilst maintaining excellent quality.

You will have the ability to handle customers across different contact channels, including telephone, email, webchat and social media.

How a career at South Gloucestershire Council is different

We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work.

We trust our team to work in the way which allows them to make the biggest difference and we continue to invest in technology to help staff do their jobs to the best of their ability and celebrate innovation.

Office-based, you’ll be part of a team. If you need specialist expertise or just a bit of advice from someone who’s been there and done it, it’s right there for you?

Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.

• We're building and shaping communities which people are proud of
• We're planning for the future; building and improving the roads, railways, schools, green spaces, and houses.
• We’re providing essential services across our communities to ensure they are safe and well maintained.

We've achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference.

We’re making a difference, be part of it!

Closing Date: 20 October 2020
Interview Date: w/c 26 October 2020

For more information please contact David Fitzgerald on 01454 863127 or Debra Brice on 01454 863627.

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