Lead Customer Services Officer - Sutton, United Kingdom - London Borough of Sutton

London Borough of Sutton

Verified Company

Sutton, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Lead Customer Services Officer:

Employer

Sutton Council

Location(s)

Sutton

Contract Type

Permanent

Working Hours

Full Time

Grade

Hours Per Week

Salary Range
- £32,925 - £35,577 (£36,567 unconsolidated maximum)

Salary Basis

Per annum

Leave Entitlement

28 days

Application Deadline
19/05/2024, 23:55

Anticipated Interview Date(s)

28/05 & 29/05

About the Borough
In Sutton, there is much for us to be proud of both as a council and as a borough.

This includes high levels of resident satisfaction, the quality of our services, our success in addressing our financial challenges to date, the way that we involve and engage with residents on key issues facing the borough, and the enthusiastic and motivated staff that we employ.

Looking ahead, there are plans for the delivery of new homes and new schools and the London Cancer Hub is being developed, while the Council is also seen as a driving force within the South London Partnership of five outer south west London boroughs focused on strategic growth, regeneration and investment.

All of this demonstrates a good track record and an authority that is ambitious and set to deliver more improvements for the borough.

We've set out our vision for the future of Sutton in our corporate plan - Ambitious for Sutton.

This strategic plan will shape the outcomes we achieve, the services we provide, and the impact we have on residents, to make Sutton a great place to live, work and raise a family.

Situated in Zone 5, Sutton is less than 30 minutes by train from central London, and south and south west London are easily accessible by public transport.

There are 10 train stations which serve key neighbourhoods within the borough providing direct connections to London Victoria, London Bridge, London Blackfriars and St Pancras International.

Sutton also has direct rail connections with Epsom, Dorking, Guildford and Horsham, as well as Wimbledon for an interchange with the London Underground and West Croydon for the London Overground.

There's also an extensive road network which provides close and easy access to the M25 and M23.

About the Role

To work as part of a multi-skilled team delivering effective and consistent customer service over the phone, online and in person.

To maintain and update service request information on the CRM system, providing updates to customers and service areas.

To proactively and sensitively resolve customer complaints and issues at the earliest opportunity, recording and escalating through the formal process where appropriate.

To follow standardised processes for service request reporting according to the nominated department's guidelines; logging, processing and progress-chasing customer enquiries, escalating where appropriate, to provide a final resolution.

This role involves ongoing contact with residents requiring advice and support for a variety of reasons, who are sometimes in difficult and stressful circumstances.

This role is a lead Customer services advisor where supervising the tasks and activities of other team members including prioritising and scheduling of work will be required.

About Us
Customer Experience is a front line team supporting services and teams with the local authority.

It is the first point of contact for a high number of council services through face to face, telephone, online and social media.

We work collaboratively with colleagues and partners, recognising that everything we do is for the benefit of our residents.

About You
To be successful for this role you will need to be:

Experience of working in a customer-focused environment and achieving successful outcomes in the delivery of services that meet customer needs.
Preferably (not essential), have experience working within local authority.
Able to work effectively under pressure, organise own priorities, support team members but also at times work in a 'lone working' environment.
Be confident using multiple IT software systems at a fast pace. Excellent written and verbal communication skills.

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Our Offer To You

As an organisation that values and nurtures talent, we're committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills.

We're constantly striving to improve our ways of working so putting your ideas across - however big or small - will be fully encouraged and supported by your colleagues and our dynamic and experienced management team.

In addition, we offer a modern and flexible working environment for our staff, supported by our IT infrastructure, including Google Chromebooks and Google Apps.

Our Flexible Working - Smarter Working Scheme embraces new ways of working. It provides improved work life balance for our staff as it allows staff to work from a variety of locations and staff are not required to work within the office 5 days a