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Customer Support and Information Officer

5 months ago

Kirklees, United Kingdom Kirklees Council Full time

**We adopt a ‘name blind’ approach to shortlisting. Recruiting managers will not have access to personal information, including your name and contact details, until a shortlisting decision has been made - please note that this also includes any CV uploaded. Equality monitoring information is not accessible by recruiting managers at any stage.**

**Organisation**
- Kirklees

**Directorate**
- Growth & Regeneration

**Service Area**
- Homes & Neighbourhoods

**Hours**
- 1 X 37 Hours & 1 X 18.5 Hours

**Number of Jobs**
- 2

**Location(s)**
- Across Kirklees

**Position type**
- Permanent

**Grade**
- Grade 6

**Salary**

£22,369 - £24,054

**The Role**:
As a Customer Support and Information Officer you will be the first point of contact for the majority of calls that are presented to our Homes & Neighbourhoods Service, from tenants, your colleagues, within the service and across the organisation. Primarily this is a telephone-based role, but there are other duties that you would be expected to undertake as part of the role. These positions require you to cover the duty desk at both Huddersfield and Dewsbury Customer Service Centres.

Where possible you will be expected to resolve issues at the first point of contact, signposting customers for advice and action where necessary. You will work closely with your team to ensure tenants and customers receive a high level of service and our properties are maintained in line with safety requirements and legislative obligations.

You will be required to access various computer systems to log, record, extract information and update customer records. Therefore, you will require accurate keyboard skills with the ability to talk and type and have an understanding of GDPR and confidentiality issues relating customer information.

We will be creating an appointable list for future full time, part time and temporary posts.

At the moment these posts are working from home with elements of hybrid working when attending meetings and training. Hybrid working is from Flint Street. You will be required to work from Huddersfield and Dewsbury Customer Services centre on a rota basis.

**Quotes from the Team**:
“The Support and Information team are a joy to work with. Everyone is very supportive and helpful when you are in need of assistance.”

“The SIT team are some of the nicest people I’ve worked with they are so welcoming and knowledgeable and have made my first six months pass by in a flash”

“Working in customer services can be both rewarding and challenging the SIT team have been really supportive, nothing is too much trouble, offer help and advice when needed and share their knowledge and experiences to support me to achieve the best outcome for the customer service.“

**To do this role you will need**:

- **Minimal GCSE grade 4 (c), or equivalent qualification in maths and English**:

- **Excellent customer service skills**:

- **Ability to organise and prioritise own workload**:

- **Excellent communication skills**:

- **The ability to cope with a range of challenging situations and be resilient to the pressures of the role**:

- **Previous experience of working in a customer service environment**:

- **A good level of computer literacy**

***Package**

**In addition to joining a great team, you will receive the following**:

- **A competitive salary of between £22,369 - £24,054 (pro-rata for part-time)**:

- **Entry into the Local Government Pension Scheme, including Life Assurance.**:

- **Generous holiday entitlement of 28.5 days annual leave, increasing to 33.5 days with continuous service, plus bank holidays (pro rata for part-time)**:

- **Flexible working**:

- **Access to a range of well-being support initiatives including but not limited to: an Employee Assistance programme, Healthy Eating Active Lifestyle assessments, Cycle to Work programme and discounted KAL gym membership.**

**If you would like any further information regarding the Customer Support and Information role within the Support and Information Team, please contact Emma Farnsworth or Nicola Simpson on 01484 221000.**
- ***
***or phone: 01484 221000 and ask for ‘Recruitment’.- We are committed to safeguarding and promoting the welfare of vulnerable adults and children and young people and expect all staff and volunteers to share this commitment.**Closing date**

20 April 2023, 11:55 PM

**Important Information**:

- Housing Service Officer Job Profile (1).pdf - 227KB
- Housing Service Officer - Customer Support & Information.pdf - 122KB