Customer Support Officer

5 months ago

Belfast, United Kingdom MPA Recruitment Full time

**Job Role**: Customer Support Officer

The Customer Support Officer. will support the Manager to deliver excellent customer service via the telephone and/or at the public counter acting as a customer advocate across a comprehensive range of housing services.

The Customer Support Officer will accurately diagnose and record repairs for Housing Executive tenants and work in partnership with others to resolve issues.

**Location**: Belfast

**Salary**:£12.02 per hour

**Hours of work**:37.5 hours per week (Monday to Friday - 9:00am to 5:00pm)

**The main duties and responsibilities of the role**:

- Demonstrate a team approach to achieving the objectives of the section using a flexible attitude to tasks undertaken. Provide a high level of internal and external customer service including taking ownership of customer queries and complaints and continuously develop personal knowledge and skills to enhance internal and external customer service.
- To deal with service requests, regardless of the method of submission, in a timely, efficient, effective, sensitive, and courteous manner, respecting the need for confidentiality and in accordance with the Council’s Customer Charter.
- Responsible for operating the telephone switchboard and public address system, networking the entire organisation.
- Manage and process all financial transactions including online payments. Reconciling
- and preparing collection of bank lodgements in accordance with Council procedures.
- Provide assistance to customers completing service-related forms and encourage customers to use the self-service option where appropriate.
- Work co-operatively with other departments to ensure the smooth operation of the
- Council’s Conferencing services.
- Assist in the Fire Evacuation Procedures working in partnership with the Health and Safety Manager and Fire Wardens.
- Process all deliveries to the building expediently and inform relevant staff.
- Ensure reception area is kept stocked with up-to-date leaflets and brochures and
- reception information files and procedures are kept current.
- Where necessary, to put the customer in contact with appropriate colleagues/service units, ensuring all the required information is transferred effectively.
- Develop a high level of knowledge and proactively promote Council events, services and initiatives including local tourist attractions, Theatres and Museums.
- Update the CRM system with customer changes and ensure that all records required by the Council are accurate and up to date.
- Support the delivery of the Council’s consultation plan by conducting surveys and
- inputting data. Assist the Customer Services Officer to collect information about service problems and trends.
- Provide general administrative assistance to the unit as designated by the Customer.
- Services Manager.
- To be available from time to time to carry out duties outside normal office hours and in addition to basic contracted hours. Such additional hours will be remunerated in line with Council’s approved policies at the time.
- To be available to work flexibly in other services during emergencies.

**Additional Requirement**:
Complete a Basic Access NI Check.

**Additional Criteria**:
Minimum of 5 GCSEs, Grades A-C or equivalent, including English and Maths

demonstrate 2 years’ experience as detailed below.

Have a minimum of one year’s experience in a Customer Services role with experience

in Reception duties, cash handling, operating a till and handling customer enquiries

Previous experience in a customer facing role including operating a customer management information system.

**Salary**: £12.02 per hour

Schedule:

- Monday to Friday

Application question(s):

- Minimum of 5 GCSEs, Grades A-C or equivalent, including English and Maths
- Have a minimum of one year’s experience in a Customer Services role with experience

in Reception duties, cash handling, operating a till and handling customer enquiries

Work Location: In person

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