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Customer Service Support Officer

1 month ago

Exeter, Devon, United Kingdom Adecco UK LTD Full time

We are seeking a highly skilled Customer Service Support Officer to join our client Devon and Cornwall Police, a renowned organisation within the police industry. This is a temporary role with a competitive hourly rate of £12.

As a Customer Service Support Officer, you will be the first point of contact for all communication methods into our client's organisation, including telephone, email, and social media contacts. You will be responsible for providing efficient, professional, and timely responses to service requests from the public, offering information, advice, guidance, and resolution to queries from both the general public and other agencies.

Key Responsibilities:
  1. Manage our client's phonelines, monitor social media chat, and provide a reception service for their team.
  2. Conduct accurate dynamic risk assessments for every contact received and escalate or refer cases to management, emergency services, or other relevant agencies as required.
  3. Draft responses to correspondence in line with agreed guidelines, policy statements, and frequently asked questions (FAQs).
  4. Liaise with key points of contact in the Police Force to support inquiries related to the attention of the PCC.
  5. Provide appropriate support to callers who may be emotional, distressed, or vulnerable.
  6. Undertake analysis to support monitoring and performance management of correspondence and customer service.
Requirements:
  1. GCSEs (grade 9-4/A-C) or equivalent in English and Maths.