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Customer Service Representative
2 months ago
We are seeking a highly skilled and dedicated Customer Service Officer to join our team at Cheltenham Borough Council. As a key member of our Customer Services Team, you will play a vital role in providing exceptional customer service and support to our residents and stakeholders.
Key Responsibilities- Provide high-quality customer service through effective communication, problem-solving, and conflict resolution.
- Process requests and inquiries from tenants, colleagues, and other sources in a timely and efficient manner.
- Treat all customers with dignity and respect, adhering to individual needs and the Equality Act.
- Respond to safeguarding concerns in line with policy and procedure.
- Maintain confidentiality when handling customer information, complying with GDPR and safeguarding responsibilities.
- Utilise IT systems, Microsoft packages, and housing management databases effectively.
- Manage interactions with difficult customers and report incidents as necessary.
- Deputise for the Customer Service Team Leader and assist with additional duties as required.
- GCSE's or equivalent in Maths and English.
- Ability to provide a high level of customer care and to demonstrate excellent organisation and communication skills (both oral and written).
- Ability to communicate effectively with colleagues and customers at all levels.
- Ability to undertake a diverse range of customer-based services including administration both by direct contact and through the support of other Housing Staff and working on own initiative.
- Knowledge on Microsoft outlook, word, excel and PowerPoint.
- Experience with CRM systems and maintaining computerised customer records.
- Ability to be flexible regarding workloads and varying circumstances.
- Knowledge and understanding of equality, diversity and safeguarding and how to respond effectively to individual customer characteristics and needs.
- Previous experience of handling with confidential/sensitive information.
- Excellent pension scheme.
- Generous holiday entitlement of 26 days rising to 31 days after five years.
- Flexible and agile working environment.
- Comprehensive programme of learning and development.
- Two days paid time off for volunteering.
- Enhanced maternity and paternity schemes.
- Employee counselling service.
- Free eye tests (for some posts) and contribution towards the cost of glasses.
- Cycle to work scheme.
- Low-cost town centre parking (for some posts), depending on work location.
- Commitment to employee wellbeing.
- Access to a medical health benefit.
