Customer Services Officer

  • Location
    Hounslow, Greater London
  • Category
    Public Sector - Public Sector Administration
  • Job type
    Permanent
  • Industry
    Public Sector
  • External Reference
    JO02810

Customer Service Officer


Contract Length:6 Months


Pay Rate:£13.15


Hours:Monday-Frdiay (9am-5pm) 36 hours


Location:TBC this role will either be working in Hounslow House or working from home


Department: Chief Executive



PURPOSE OF ROLE:



To provide an efficient, quality and comprehensive corporate information and advice service to the public, employees of the Council and Members


To be the first point of contact for customers both internal and external for a variety of service areas via all access channels promoting right first time principles to ensure customer enquiries are identified, understood and actioned in accordance with Hounslow's Customer Care Charter and customer care competencies.


To actively encourage customers to self-serve, acting as a Digital Champion for the council ensuring customers are aware of the benefits of using the digital platform



KEY ACCOUNTABILITY'S



  1. To work effectively as part of the Council's Chief Executive Department, contributing to the delivery of the divisional plan and corporate plan.

  2. Support organisational change ensuring the appropriate systems of performance and development, communications, equality measures, monitoring and review are in place

  3. To provide first class customer services using a range of communication channels i.e. telephone, face to face and web based enquiries, the scope and complexity of which will change with future developments in new technology.

  4. To provide information, assistance and guidance to customers working within each channel team, i.e. reception, and the contact centres

  5. To receive and assist with all telephone callers to the Council by dealing with their enquiries, requests, payments and complaints and aiming to resolve a minimum of 80% of enquiries at the first point of contact

  6. To deal with transactions for internal customers, i.e. bookings and payments, accurately logging details onto various ICT systems




KNOWLEDGE AND EXPERIENCE:



  • Substantial experience of delivering excellent customer-services in a digital environment whilst providing services across all access channels.



  • Experience of changing and emerging technology and have a good knowledge of Microsoft Word, Excel and Outlook.



  • Good knowledge and understanding of the breadth of services provided by the Council via key performance standards and targets



  • Proven track record that information is provided on time and to a high standard and can judge information quickly and accurately.




SKILLS & ABILITIES:



Excellent communication skills with the ability to deal effectively with a range of enquiries and the ability to deal with customers in a polite, friendly yet firm manner. At this level officers will be able to access guidance and information on more complicated matters from more experienced colleagues




  • Proven ability to listen to customer feedback and provides options for them to make informed choices, balancing customer expectations with council policies and resource limitations and is calm, confident and professional when dealing with challenging customers.




  • Experience of working under pressure in a busy office environment where problems are resolved using your ability to organise your own work load effectively as part of a team, especially at times of conflicting demands on the service.











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Please apply with your CV to: Callum Graham