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Customer Services Officer

  • Location

    Coalville, Leicestershire

  • Sector:

    Admin & Clerical

  • Job type:


  • Salary:

    £8.90 - £9.9 per hour

  • Job ref:


  • Published:

    8 months ago

  • Duration:

    1 Month +

  • Start date:


  • Expiry date:


We have an exciting opportunity for a Customer Services Officer to join our client's offices based in Coalville on a temporary 1 contract basis for months with the possibility of an extension. The client is looking for someone to start ASAP, working full time, 36 hours per week at £8.90 p/h PAYE.

As the Customer Services Officer, your main duties will include:

  • To assist with the provision of a comprehensive customer-focussed dedicated front-line advisory service face-to-face, by telephone, email or in writing on behalf of the Council and its partners;
  • To take personal responsibility for self and other team members resolving the significant majority of customers enquiries at first point of contact in a competent and professional manner, and in so doing ensure the Council meets its Customer Service Standards;
  • To demonstrate a thorough and developing understanding of complex processes, specialised skills and technical knowledge through the use of an extensive range of dedicated software systems and the Council's internet site to meet customers' service requests and resolve their enquiries;
  • To maintain customer-related information on specialised software systems by inputting, updating and extracting data as required;
  • To explore and recommend both procedural and technological improvements to enhance customer service provision; liaising with team members, technical officers and back-office support as appropriate;
  • To interpret and analyse both external and internal customer needs in order to make a decision or recommendation;
  • To respond positively, practically and effectively to all internal and external feedback to build and improve upon the service provided;
  • To proactively plan ahead and ensure awareness of the Councils business cycles and potential customer impact;
  • To demonstrate a solid base of knowledge and experience together with developing knowledge of more specialised areas including dealing with customer's personal financial information when they have complex needs such as debt /arrears management, to enable the provision of direction, assistance and authentication of relevant documents on behalf of the Council and its partners;
  • To generate technical documentation both electronically and in hardcopy including payments receipts as required by the customer and the back-office services, in accordance with the Council's rules and regulations ;
  • To work on own initiative; making effective assessment of the customer's needs, and using creative thinking and developmental skills to solve varied problems;
  • To handle a range of different situations professionally, reacting accordingly with tact, diplomacy and empathy, and to diffuse potentially difficult situations in a positive and calm manner;
  • To support the Senior Customer Services Officers as required, including assisting with the training and development of staff in service-specific areas and with the integration of new staff into the team;
  • To seek and develop means of addressing special needs of customers, where appropriate, using translation and interpretation services provided by the Council;
  • To assist with the organisation of displays, customer surveys and surgeries;
  • To work to and strive to exceed the department's specific Service Level Agreements;
  • To provide administrative support including but not restricted to workforce data entry, e-purchasing, and invoicing, as required;
  • To work with other departments to ensure that when other specialist officers are unavailable customers still receive a high standard of customer service;
  • Ensure customer comments, complaints and suggestions are recorded accurately and progressed effectively;
  • To arrange appointments as required for customers with council officers and external contractors and in line with service level agreements and customer preference whenever possible;
  • To convey specialist knowledge ensuring compliance by the Customer Services Officers in the application of Data Protection, Freedom of Information, Copyright concepts, and the Council's Code of Conduct;
  • To behave with integrity; demonstrating a full understanding of the Council's Equalities Policy and Disability Discrimination Policy to all Customer Services Officers; ensuring that customers are treated fairly and without discrimination and in accordance with the Council's Customer Care Policy;
  • As required by your Team Manager undertake other such other duties commensurate with your grade, and/or vary hours of work, as may reasonably be required of you at your initial place of work or at any other of the Authority's establishments.

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