Customer Service Officer

2 weeks ago


Chichester, United Kingdom West Sussex County Council Full time

Here at West Sussex County Council (WSCC) we have an new opportunity for a Community Support Officer to join our Ukraine Support Team. This team is an integral part of the Communities Directorate, working countywide to support Ukrainian adults, familiesand children who are arriving via the Homes for Ukraine (HfU) scheme. The Ukraine Support Team engages with a wide range of partners to deliver all aspects of pre-arrival support for sponsors / hosts and tailored practical resettlement assistance to enablecommunity integration and to help maintain independence for Ukrainian guests.

Within the Ukraine Support Team, the newly established Operational Support Team plays a critical role across West Sussex. The team provides a coordinated front-line response for Ukrainian guests arriving into West Sussex via the national Homes for Ukrainescheme (HfU), and their sponsors, and provides coordinated front-line support for a wide range of enquiries.

For more information about West Sussex County Council, please visit our **WSCC About Us page**.

**Salary**:£23,484 to £25,927 annum

**Contract**:Fixed Term Contract (until 31/03/2024)

**Working Pattern**:Full time (37 hours per week)

**Location**:Chichester or Horsham with occasional travel countywide

The Operational Response Team has been designed to provide a function that helps to keep Ukrainian residents safe and helps them settle in West Sussex following their recent departure from Ukraine. The focus will be on delivering the requirements placedupon Local Authorities under the national Homes for Ukraine scheme and other resettlement and humanitarian / protection programmes, working with internal colleagues and external partners.

The Operational Response Customer Service Officer will provide coordinated front-line support to Ukrainian families and children, sponsors and partners, finding solutions for a wide range of query types, and will work closely with other teams across theDirectorate. This is a new team, and the work is still evolving; it is anticipated it will continue to develop over time as the national schemes respond to changing circumstances.

**Experience and Skills**

If you are someone who has excellent customer service skills, knows all about customer care principles and is passionate about helping and supporting people, you'll be in good company in the Operational Response team

You will always be thinking about how we can make things better and sharing your ideas with the team.

In addition, you will also be able to demonstrate the following:
**Key Skills**:

- Excellent verbal and written communication skills to be able to articulate to customers often technical information in a way which is meaningful.
- Influencing skills to be able to persuade colleagues to draft responses to letters and provide information on progress.
- Able to prioritise between competing demands and remain calm and professional when dealing with irate, unhappy or distressed customers.
- Proficient IT skills in several specialist systems, plus the full range of Microsoft.

**Qualifications and/or experience**:

- Educated to GCSE standard or equivalent qualifications or comparable experience.
- Experience of working in a customer service role, providing information, resolving queries and prioritising calls.
- Experience of using relevant software, including social media and systems, to support service delivery.
- Knowledge of the processes involved to be able to explain to customers what stage a piece of work is at, how it will progress, etc.

**Rewards and Benefits**

As an employer we recognise that it is our employees that are central to everything we do. We aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance and are rewardedfor the work they do.

Aside from 26 days annual leave, you will also have access to a full list of the benefits offered to you as a West Sussex County Council employee you can find them on our **Rewards and Benefits page.**

The reference number for this role is **CPP00643**.



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