Customer Services Officer
7 months ago
**Roles and Responsibilities**
- 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.
- Interpret and accurately record all information provided by customers in accordance with complex benefits legislative requirements, carefully checking customer claim forms and requesting supporting evidence where appropriate.
- Encourage and assist customers to locate and use Council information and service delivery systems e.g. Council website and Customer Self Service
- Participate in corporate working, in particular in order to achieve the corporate objectives and personal development aims.
- Shares all relevant and useful information with others in the team and keeps everyone up to date with the latest developments. Proactively co-operates with others to achieve targets set for group, participates in teamwork and supports team decisions.
- Patience and empathy
- The duties and place of work may change as the service provision changes to the meet the needs of the customer.
- 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
**Mandatory Compliance Requirements**
- CV
- Eligibility to work in the UK
- The last 2 years written references with all gaps verified
- 4 GCSE's grade A-C or equivalent
- Customer Service experience
- A team with over 20 years Administration Public Sector/Trades/Built Environment/Construction Recruitment experience
- Access to a wide selection of vacancies across the UK
- The choice of PAYE or Limited company schemes
- Weekly payroll service
- Excellent rates of pay
**Salary**: £10.00-£10.98 per hour
Work Location: In person
Reference ID: 5141113613301
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