Customer Services Officer

3 weeks ago

Hackney, United Kingdom 3M Resourcing Ltd Full time

**3 Month FTC - 35 Hours per week**

**Summary**:
To provide a first class professional customer service to residents and customers of London Borough of Hackney as a first point of contact. To resolve complex technical enquires from visitors in relation to a wide range of housing management and leasehold enquiries including repair notifications, rent and general housing management enquiries. To possess extensive technical knowledge of a wide range of functions, policies and procedures in order to resolve resident concerns and provide a one stop shop service. To contribute towards service development plans and support the management in implementation of these plans. Hackney is one of the UK’s highest performing local authorities, serving one of London’s best places to live and work. We have achieved a huge amount: our services, our schools, our public spaces are all amongst the very best. We have changed the reputation, not just of the Council, but of Hackney itself. Bringing jobs and investment into the borough, securing the legacy from the 2012 Games, and making this a place of which we can all be proud.

**PURPOSE OF THE JOB**:
∙ To deliver high-qualitycustomer service across all channels including telephone, web and face-to-face.

∙ To ensure that responses to enquiries comply with organisational standards and procedures and legislative requirements.

∙ To deliver the highest standards of customer care and improve customer satisfaction through survey delivery.

∙ To undertake to follow-up work as required by procedures or instructions and resolve customerenquiries.

∙ To support and drive the digital and channel shift programme. Monitor and track discussion topics and page analytics via Social media for the management team

**MAIN AREAS OF RESPONSIBILITY**:
The post holder will have responsibility and accountability for the following:
∙ To take ownership in conjunction with the Team Manager for your personal Learning and development needs.

∙ To show interest and regularly consult line managers to seek progress in meeting pre-defined targets and outcomes.

∙ To consistently deliver an excellent experience for customers, ensuring that things are right the first time across all channels of access.

∙ To be able to assess and focus on multiple priority tasks in a demanding environment that may involve constant interruptions. Ability to switch between tasks and adjust to frequently changing priorities.

∙ To manage all Social media community activity. To support management in digital strategy and execution.

∙ To actively persuade, educate and inform customers about new developments to the Council, particularly the use of new technology and the shift to web-based transactions.

∙ To have a clear understanding of who our customers are, listen to their needs, resolve their enquiries, and respond promptly and positively to customer requirements in a helpful and courteous manner. Ensure customers are content with the level of service received and that they are informed of the outcome.

∙ Manage online discussions by listening and responding to customers in a timely and authentic manner. Support management in the day-to-day digital production tasks on large-scale projects.

∙ When covering duties in face-to-faceenvironments, ensure that all floor walking duties and requirements are covered.

∙ To communicate in a clear and helpful manner. Deal effectively with all enquiries in a patient and tactful way in order to respond positively.

∙ Deal with potentially difficult situations, involving customers both over the telephone face to face or on Social media

∙ To liaise directly with other departments as and when required and to announce all calls that are transferred.

∙ To ensure any complaint is captured and logged correctly in accordance with the authority’s policy. To take responsibility for own decisions on routine work and support team decisions.

∙ To maintain control under increased work volumes. Carry out numerous tasks and be able to get things done with mínimal supervision.

∙ To be self-aware of personal strengths and weaknesses, admit mistakes and learn from them.

∙ To communicate frequently with team colleagues. Strive to raise team morale when things get difficult.

∙ To work collaboratively with others and look for outcomes where all parties gain.

∙ Proactively respond to and resolve in a timely and courteous manner, a wide range of queries, in accordance with agreed time scales, procedures and legislation.

∙ To have professional competence and flexibility in all aspects of responding to current and future customer needs.

∙ To be able to present information clearly and precisely. Able to compose drafts of routine minutes, letters and briefing notes.

∙ Assist in the learning and development of staff.

∙ To undertake all tasks and activities in line with standards, targets and objectives set commensurate with the role and grade.

∙ To

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