Customer Services Technical Officer - Wigston Magna, United Kingdom - Oadby and Wigston Borough Council

Oadby and Wigston Borough Council
Oadby and Wigston Borough Council
Verified Company
Wigston Magna, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Oadby and Wigston Borough Council

Recruitment Advertisement

POSITION

Customer Services Technical Officer

CONTRACT TYPE

Permanent

PART TIME/FULL TIME

Full Time

BAND AND SCALE POINT

Band 4 Salary SCP - 11

SALARY PER ANNUM

£22,369 - £24,054

SERVICE AREA

Customer Service & Transformation

Brief Overview


Oadby & Wigston Borough Council are looking to recruit a Full Time Customer Services Technical Officer to join our dynamic Customer Service Team on a permanent contract.

This role will be a split of home working and office based.

The role is to provide advice and guidance to residents by telephone, Face to Face and other digital platforms.

  • Excellent interpersonal skills
  • The ability to communicate effectively with persons at all levels
  • Excellent written skills, effective organisation skills and good attention to detail


  • Excellent IT Skills

  • Working knowledge of Microsoft Office, databases and using the internet
  • Good problemsolving skills
  • The ability to work well under pressure
  • The ability to work as part of a team and work on own initiative with minimum supervision
  • A flexible attitude and a genuine desire to help customers
  • Full driving licence and access to a vehicle for occasional use.

What this role has to offer:

  • A focused training programme
  • Great job satisfaction
  • To be part of a positive and collaborative workplace with a strong culture that recognises employees are at the heart of what we do
  • Ongoing committed support to your personal development
  • Generous holiday entitlement

Previous applicants need not apply.




CLOSING DATE FOR APPLICATIONS:
Tuesday 9th May 2023 at 12 Noon

JOB CONTEXT:


  • To act as first point of contact for those contacting Oadby and Wigston Borough Council via the Telephone, Face to Face and on digital platforms.
  • To assist customers with a wide variety of queries providing appropriate advice in accordance with legislative guidance and procedures
  • Accurately and fully maintain, update and record all customer enquiries on the relevant CRM and back-office systems. Maintain accurate computer records to a very high standard. Be able to update customers on the progress of their enquiry or service request.

MAIN DUTIES ANDRESPONSIBILITIES:


Proactively respond to and resolve, in a timely and courteous way, a wide range of queries over the telephone, Face to Face and digitally.

Take ownership to try and resolve queries and complaints at initial point of contact being able to advise customers on Council procedures, and where necessary liaise with or refer to relevant service area.


Provide information and advice to customers across a wide range of council services utilising back-office systems, the Council's internet, and other available resources as required.


Help the team meet the Council's customer service standards and target of 85% of queries being resolved at the first point of contact whilst always promoting a positive image of the Council.

Identify and use appropriate skills to deal with customer situations having an awareness of their vulnerability, safeguarding and financial pressures.


Handle queries, ascertaining the most efficient route to satisfactory conclusion, and in a manner which gives customers confidence that they are dealing with professional representatives of the Council, who can assist with their queries.

Record accurate information and determine next course of action.


Create and maintain up to date and accurate customer records, to ensure a clear and comprehensive history of contacts and actions, is available for future case management, analysis and audit purposes.


Accurately facilitating the receipt of payments from internal and external customers by a variety of methods, ensuring that financial procedures are adhered to.


Take an active role in identifying and delivering service improvements and conducting customer satisfaction surveys, with a view to ensuring service standards are in line with council objectives.


Actively maintain and develop a thorough and up-to-date working knowledge of Council services and the procedure, guidance and legislation that affects all service area(s).


Work collaboratively with Council colleagues to improve customer service delivery and proactively develop your own awareness of wider information and services relating to the Council and the local area.

Be willing to learn new systems and services

Attend and participate in meetings as required, supporting colleagues and sharing information appropriately.

Act in a supportive and encouraging role to other team members and Council staff providing training, guidance and shadowing as required.

Work flexibly and co-operatively to ensure that the Council and service priorities are met.


RESPONSIBILITY FOR RESOURCES:


  • The post holder will be required to ensure that any data systems under his/her control are kept secure and properly managed.
**KEY FUN
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