5263617 – Customer Service Officer

Carrington Blake Recruitment; Wembley; On-site; GBP 60,000 - 80,000; Full time

Job description

Job Purpose:

• To provide customers and other stakeholders, first contact resolution for up to six service area enquiry types via phone, email, webchat and social media channels. This will include Environmental Health and Protection.
• To provide a prompt, efficient and professional service and demonstrate the highest standards of customer care at all times.

Job Role:

• To take ownership and appropriate action to resolve enquiries within agreed levels of empowerment across a range of channels including phone, email, web chat and social media.
• To promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
• To efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
• To respect and understand the individual needs of customers and arrange appropriate support in order to ensure fair and equal access to services, including necessary translations or interpretation skills.
• To effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
• To keep up to date with legislative, policy and procedural changes in order to deal effectively and efficiently with customer enquiries, complaints or transactions and to carry out duties with due regard to the Council’s Customer Promise, Equality and Diversity, Information Governance, Data Protection and Health and Safety policies and procedures.
• To work effectively both individually and as part of a team to ensure a quality service is provided to customers in a continually changing environment and to proactively share and contribute ideas to support continuous service improvement and departmental and service area objectives.
• To be flexible and work within any team and any subject area in line with customer, organisational and specific specialist service needs.