Customer Care Officer

5 months ago

Kingswood, United Kingdom South Gloucestershire Council Full time

**How you'll make a difference**:
As a Customer Care Officer, you will make a difference by offering guidance, providing support and sign posting customers to help solve their enquiries. These services include:

- Building Control
- Planning
- Public Rights of Way
- Concessionary Travel - blue badges and bus passes
- Children and Young People - school admissions, free school meals, child care, essential clothing grants and work permits for children
- General council enquiries

**What will you be doing**
- You will help resolve enquiries within the specific service areas listed above, listening to our customers and ensuring that routine queries are resolved and actions are recommended when necessary.
- It will be your responsibility to take payments and arrange appointments for building control and planning fees, as well as signposting to the planning portal.
- Within this role, you will collect and check customer information to ensure that an effective and efficient solution is achieved.
- Daily, you will be adhering to Council service standards, policies and procedures, and keep updated with any subsequent changes.
- Working as a team, you will support each other by the sharing of information, knowledge and expertise to ensure a high level of service is maintained.

**What we need from you**:

- It is essential that you hold an NVQ Level 2 in Customer Care or Call Handling, or 3 GCSE’s Grade C or above or equivalent qualification or equivalent relevant experience.
- We require you to have experience in handling customer enquiries in a call, contact centre or customer service environment.
- You will have excellent communication skills, with the ability to listen, fact-find and establish a rapport with customers, showing empathy and managing customer expectations.
- It is essential that you have experience in handling high volumes of customer enquires across different contact channels.
- It is important that you can demonstrate a flexible approach and able to adapt quickly to changing priorities.
- You must have a working knowledge of office based IT systems, including Microsoft Office, CRM, document management and in house systems

**How a career at South Gloucestershire Council is different**:

- We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our **training and development** offer, which helps make the greatest long-term difference in work.
- We trust our team to work in the way which allows them to make the biggest difference and we continue to **invest in technology** to help staff do their jobs to the best of their ability and celebrate innovation.

Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.
- We're building and shaping communities which people are proud of
- We're planning for the future; building and improving the roads, railways, schools, green spaces, and houses.
- We’re providing essential services across our communities to ensure they are safe and well maintained.

We've achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference.

**We’re making a difference, be part of it**

Interviews are scheduled for the week commencing 21st August

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