Specialist Customer Service Office

2 days ago

Oxford Oxfordshire, United Kingdom Oxfordshire County Council Full time

Are you passionate about helping others and making a real impact in your community? We’re looking for Specialist Customer Service Officers to join our dynamic Contact Centre team, the first point of contact for a wide range of essential services across Oxfordshire.
At the heart of our Customer Experience Function is a commitment to empowering residents, helping them stay independent, and supporting them with confidence as they navigate the services they need. Our vision is ‘to provide excellent customer service to the residents and visitors of Oxfordshire’.
In this role, you’ll be part of a team supporting individuals in sensitive and sometimes complex situations, ensuring they receive the right help, first time. Be kind and care
As a Specialist Customer Service Officer, you’ll be the first point of contact for adults seeking support. You’ll offer a welcoming voice and a steady hand, responding to enquiries from the public and partner agencies including health professionals, police, and fire and rescue services.
Responding to customer enquiries via phone, email, and web referrals
Processing referrals for Adult Social Care (ASC) and partner services, assessing needs and identifying the priority of cases for onward referrals
Using ASC databases to retrieve and update information, resolve queries, or signpost to other services in line with The Oxfordshire Way: Oxfordshire Way strategic vision | Oxfordshire County Council
Minimum of 5 GCSEs (Grades A*-C / 4 or above), including Maths and English, or equivalent. We also welcome relevant knowledge and skills gained through work experience.
Confident using Microsoft Office and digital communication tools.
Previous customer service experience is essential, particularly in handling challenging conversations by phone and email. Ability to manage your own workload and priorities tasks across multiple channels i.e. email, phone, etc.
A genuine interest in helping people, with the ability to actively listen and communicate clearly - both verbally and in writing.
This role requires a Standard DBS check with Barred List clearance.
You’ll need to be able to travel across the county and work from various office locations as needed.
The role involves working with vulnerable adults and regular use of computers and telephone systems (often health and social care systems and databases).

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