Senior Customer Support Officer

2 months ago

Amersham, United Kingdom Buckinghamshire Council Full time

**Salary**

£30,298 - £31,611

**Reference number**

BUC09364

**Contract type**

Permanent

**Working hours**

Full Time

**Level of DBS check required**

No

**Date posted**

19 Jun 2023, 11 p.m.

**Application deadline**

4 Jul 2023

**Overview**:
Buckinghamshire Council has a new opportunity in the Southern Waste Team for 1 x **Senior Customer Support Officer**.**

This role will be helping us provide a consistent high-quality service in a proactive, responsive and customer-focused way. The service covers the former districts of Chiltern, South Bucks and Wycombe (southern Buckinghamshire).

The Senior Customer Support Officer will support with customer queries, formal complaints, data management and interrogation within the Southern Waste Team in Buckinghamshire Council. Customer Resolution and Data Management activities will ultimately support the Waste Collection and Street Cleansing contract, promotions and communications activities for the Southern Buckinghamshire waste service area.

**About the role**:
The role is responsible for delivering day to day business support services, handling of formal complaints, information management and data analysis for the Southern Waste Team. The role holder will organise information and provide business support within the Southern Waste Team including processing service requests which arrive through CRM and formal complaints received via the inboxes. This will include interrogating third party websites, working with stakeholders and processing financial transactions to achieve a good customer service. The purpose of this role is to deliver a high-quality customer casework service relating to telephony and other channels of customer contact, aiming to provide an efficient and accurate service. Working in a fast paced and performance driven environment the role holder is required to provide support across the Southern Waste Team and be flexible and adaptive to changing situations.

In our fast-moving environment you will share our passion for delivering an outstanding service, whilst your flair for communication matched by your ability to persuade and influence will drive performance. As a Sr Customer Support Officer you can utilise your skills and knowledge to engage with internal stakeholders and external contractors to support the right outcome for our customers.

**Key Accountabilities**
- Support management of a fast-paced, and strategic Waste Management area
- Support leadership and management of a Platinum Plus waste contract.
- You will have significant experience in a Customer Resolution role.

For full details please see the job summary on our website.

**Any-Desk**:
As an ‘any-desk’ worker, you’ll need to be connected to our network to access digital folders and resources, but this can either be from home or an office location when required. You will be required to work from the office a couple of times a week, depending on your role and team requirements.

**Other information**:
Buckinghamshire Council Offers excellent training and further development opportunities.

Number of positions available: 1

Interview-type / process: In person at Amersham Council Offices, King George V Drive. There will be a written test prior to the interview.

Interviews could occur throughout the advertised period with final interviews during week commencing w/c 3rd July 2023.

This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

- Unspent convictions and/or unspent conditional cautions only

For further information on how long it takes for convictions and conditional cautions to be spent, please refer to Nacro’s guide on the Rehabilitation of Offenders Act.

**Our values and culture**:
We have a set of values, which our employees have chosen, that represent what we are - Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

- a fair and inclusive culture
- the chance to really make a difference to those around you
- health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
- a unified voice through our Employee Representative Group
- ongoing support, and the opportunity to develop and progress in your career with us
- opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that’s why we’re working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it’s important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and co

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