Customer Service Officer

7 months ago


Macclesfield, United Kingdom MSI Ceilings Ltd Full time

Role is mostly homeworking, but visits to our office at Macclesfield Town Hall will be required for training and meetings.

**JOB PURPOSE**

To resolve a broad range of customer enquiries received face to face and via the telephone to provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible.

**PRINCIPAL RESPONSIBILITIES**

1 Receive all customer enquiries and service requests received face to face and via the telephone to resolve as many requests at first point of contact as possible.

2 Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests.

3 Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities.

4 Manage customer complaints, compliments and suggestions in accordance with the Council’s procedures.

5 Contribute ideas that create efficiencies or improvements in customer facing and other processes.

6 Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments.

Experience of working in a local authority call centre or customer

centre environment

Handling abusive or emotive customers

Experience of dealing with customer complaints

Experience of dealing with challenging

customers

Experience of dealing with customer enquiries to their conclusion

**Job Types**: Full-time, Temp to perm
Contract length: 8 months

**Salary**: From £11.60 per hour

**Benefits**:

- Company pension

Ability to commute/relocate:

- Macclesfield, SK10: reliably commute or plan to relocate before starting work (required)

**Experience**:

- customer service 6 years (required)
- Administrative 6 years (required)
- social housing (preferred)
- call centre 6 years (preferred)

Work Location: Hybrid remote in Macclesfield

Reference ID: msi5229676


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