Customer Services Officer
2 days ago
Listed below are the primary responsibilities of the role:
- To provide accurate information on all Council and partner services on both routine and complex issues.
- To deal with specialist services for example council tax billing on a first point of contact basis, providing advice and guidance
- To deal effectively with customers service requests, answering queries, giving advice covering the full range of Council and partner services and managing the progress of each enquiry through all stages to its conclusion (where applicable).
- To support the capture of corporate complaints, comments, compliments and suggestions from customers using the Council’s Customer Relationship Management system and following the relevant adopted policies and procedures.
- Maintain an up to date and comprehensive knowledge of a range of services provided by Durham County Council to ensure that customers and clients are supplied with relevant information in an efficient and effective manner.
- Represent the customers' best interests in seeking expert or specialist advice from services inside or outside the Council.
- Schedule appointments for customers where necessary and follow up to ensure requests for service are followed through to conclusion.
- Maintain up-to-date records and knowledge required to provide the effective processing of requests and enquiries.
- Assist customers in locating Council information stored in computerised and manual formats including the processing of payments as required.
**Be expected to work outside normal hours on an organised basis to ensure the availability of the service between 8.30am and 5.00pm Monday to Friday, and also from time to time as the demands of the post and emergencies dictate**
ESSENTIAL REQUIREMENTS
- 4 GCSE's (A-C) or equivalent
- Experience of dealing with the public on the phone or face to face
- Ability to work with mínimal supervision and prioritise workload within areas of responsibility and authorisation
- Ability to contribute to the development of the team
- Ability to communicate effectively both on the telephone and face to face ICT skills
- Commitment and determination to provide high quality public services
- Ability to deal with people who are angry/emotional in a calm and helpful manner
**Salary**: £9.99 per hour
Schedule:
- Day shift
- Monday to Friday
**Education**:
- GCSE or equivalent (required)
**Experience**:
- customer service: 1 year (required)
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