Customer Support Officer

2 weeks ago


Luton, United Kingdom Connect2Luton Full time

**Role:Customer Support Officer**

**Team:Population Wellbeing**

Connect2Luton are excited to recruit a Customer Support Officer on behalf of Luton Borough Council within their Population Wellbeing department.

**Main purpose of position**:
To provide a front line customer interface as part of a responsive repairs control centre, ensuring "right first time" completion of repairs for a range of customers. To provide first contact resolutions to customers through the control centre always maintainingthe highest standard of customer service. To provide full administrative support to different departments within the BTS.

Actively contribute to the achievement of the wider Housing Landlord aims, operational objectives and future state.

**As aCustomer Support Officer, youwill be responsible to**:

- Provide a customer focussed front end service for the reporting of repairs through telephone contact with customers
- Ensure that work orders for responsive repairs and maintenance are accurately processed from end to end. This will include raising jobs, classification, prioritisation and making customer appointments, (work planning).
- Follow defined administrative procedures in relation to a variety of processes
- Maintain on a day to day basis the Divisional input into Trent or other corporate system as required, records such as sickness absence, annual leave, performance appraisals and training. Ensuring the data is correct, current and entered accurately and thatrecords are kept up-to-date.
- Participate in the collection, collation and analysis of customer satisfaction data that will be used to inform performance reporting and service improvement activity.
- Process purchase orders following the defined procedures in order that materials are supplied to meet the requirements of the service.
- Use initiative, skill and experience to make informed decisions to resolve queries and telephone enquiries at first contact, escalating only the most complex cases.
- Respond to written enquiries across the range of Division activities.
- Maintain on a day to day basis all Building and Technical Services IT and information systems, including ensuring data is correct, current and entered accurately.
- Undertake the administration of meetings for managers
- Participate in reception duties
- Hold and maintain the accident book

**Skills and Experience**
- Demonstrable experience of dealing with front line enquiries from members of the public
- Able to communicate effectively and politely, in writing and verbally, with a range of people including customers, internal colleagues and external agencies
- Able to work on own initiative within guidelines, planning, prioritising and organising work
- Able to work to procedures, guidelines and targets/deadlines
- Able to work methodically and accurately within systems and procedures
- Demonstrable experience of working in a call centre and/or customer services
- Able to attend sites throughout the borough as required

**About Us**

Luton Borough Council have partnered with Kent County Council to create Connect2Luton, a recruitment managed service for all contingent temporary agency, contract, and interim roles at the Council.

Our heritage and being local government owned which means we have a wealth of knowledge and expertise within the public sector, with many of our employees having previously worked for the Council or have supplied previously into the Council, for severalyears.



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