Customer Services Officer X 3

3 weeks ago

London Borough of Hounslow, United Kingdom London Borough of Hounslow Full time

**Salary**

£29,583 - £31,440 per annum.

**Package**

Permanent, Full-Time, 36 hours per week.

**Job category/type**

Customer Services

**Date posted**

14/02/2024

**Job reference**

R0006333

**About us at Hounslow**

We’d love you to join us at the London Borough of Hounslow Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.

We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

**About our Commitment to Diversity and Inclusion**

We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

**Our Benefits**

**If you join us, you’ll have access to a range of employee benefits.**

**About The Role**

We are looking for enthusiastic Customer Services Officer with strong communication skills along with a drive to improve customer service who can assist, signpost, and resolve a wide variety of enquiries to the residents and businesses of Hounslow.

Do you have experience of a busy customer service centre ideally within local government or a similar organisation that demands service excellence? Our customer service centre is open 8:00-18:00 Monday to Friday, and you will be required to work 36 hours per week on a rota basis to cover these hours.

You will be required to complete a DBS check.

**About The Team You’ll Be Working In**

You will be a part of the Customer Services team who strives to achieve excellent customer service, provide first call resolution, and encourage customers to use self-service where possible on a consistent level.

**Key Responsibilities**:
1. To work effectively as part of a team.

2. To provide first class customer service.

3. Encourage customers to access online forms and self-serve where possible.

4. Ability to deal with multiple queries at the same time.

**Your Skills**:
1. Excellent communication skills with the ability to deal effectively with a range of enquiries.

2. Experience of working under pressure in a busy office environment.

3. Excellent and accurate data entry skills.

4. Motivated, committed and focussed on delivering excellent customer service.

**About You**

You have substantial experience of delivering excellent customer-services in a digital environment whilst providing services across all access channels.

Excellent communication skills with the ability to deal effectively with a range of enquiries and the ability to deal with customers in a polite, friendly yet firm manner. At this level officers will be able to access guidance and information on more complicated matters from more experienced colleagues.

Experience of working under pressure where problems are resolved using your ability to organise your own workload effectively as part of a team, especially at times of conflicting demands on the service.

Manages relationships positively and enthusiastically in the team and across the organisation to ensure consistent good customer service and practice. Respects people and others’ viewpoints even when different to their own and shows appreciation for colleagues and praises helpfulness, be a team player.

Motivated, committed and focussed to delivering excellent customer service.

**When Interviews Will Be Held And Who To Contact**

The key information you need about the role should be in the Role Profile, but if you have any further questions about the role, please contact:
**Interviews and Customer service competency-based assessments will take place in the week commencing week 4th March 2024.

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