Customer Services Officer

4 weeks ago

Leeds, United Kingdom Leeds City Council Full time

As a Customer Service Officer in our Contact Centre, you’ll thrive on helping the citizens of Leeds, often using your own initiative and judgement in providing quality outcomes for potentially vulnerable people.

Our Contact Centre plays a vital role in helping the council to achieve its ambition to be the best city in the UK.

We provide a first-class response to people in Leeds who need to access council services. We’re expanding our team and are currently recruiting Customer Service Officers - both full time and part time positions are available.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

**About you**

As a Customer Service Officer, you will bring to the role:

- Resilience to pressure as at times you will have exposure to customers who may have distressing and complex personal circumstances.
- Passion about delivering exceptional customer service.
- The ability to recognise and act quickly and sensitively in cases of potential risk or high priority.
- The ability to promote digital options.
- The ability to work flexibly to meet the needs of your customers.

**About the role**

The enquiries we handle are wide ranging and cover most of the council’s key services, which means that the role is incredibly rewarding.

As our next Customer Service Officer, you’ll receive excellent training and equipment to be able to do your job.

The role is integral to our Customer Service Team within the Contact Centre and you’ll be part of a team that could ultimately improve individual’s lives.

**What we offer you**

We take pride in offering the best employee experience, with benefits including:

- a competitive salary and annual leave entitlement plus statutory holidays.
- membership of the West Yorkshire Pension Fund with generous employer contributions.
- a clear career pathway and continuing professional development opportunities.
- a range of staff benefits to help you boost your wellbeing and make your money go further.

**How to apply**

**Interviews will be held during week commencing 27th November.**

**We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve. Leeds City Council is an Inclusive employer, ranked 70 on the Stonewall top 100 employers 2023 list. We are also an Age friendly employer, a Mindful employer and a Disability Confident leader.**

**This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.**

**Job Purpose**:
To provide high quality, front line advice and support to customers at the Council’s Contact Centre. To ensure that a responsive, professional and caring service is provided to all customers across all channels at all times. To maintain a thorough knowledge of customer issues, processes and related services to enable you to deal with and resolve customer enquiries without assistance, and to direct customers to the correct contact point in complex cases.

**Responsibilities for Grade**:
To provide the highest level of service to customers and maintain a polite and professional manner at all times.

To take ownership of customer contact and to resolve most enquiries for council services without assistance, sometimes with the aid of support materials. Remaining focussed and completing tasks to a high standard despite the competing demands and potential emotional pressure of the role.

To arrange for customers to receive specialist advice if needed, and to contact Council departments and other agencies and make appointments for customers as necessary.

To deal with difficult situations effectively, and to be polite and professional and to adapt your approach in diffusing the situation.

To be able to recognise and act quickly and sensitively in cases of potential risk or high priority.

To enter into positive, persuasive and controlled dialogue with customers, employing customer service techniques and to balance quality of contact and outcomes with productivity.

To deal with non-Council enquiries within agreed guidelines.

To be aware of and maintain knowledge of Council procedures, services and IT systems and related community services, and to advise or direct customers appropriately.

To follow escalation procedures for service failures and know when to escalate cases to a Manager or senior officer where these have been exhausted.

To negotiate payment arrangements and process payments for invoices as required.

To respond to non-telephony contact using correct spelling, grammar and to specified timescales, ensuring the highest level of service to

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