Customer Service Representative

3 days ago

Cheltenham, Gloucestershire, United Kingdom Cheltenham Borough Council Full time
About the Role

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 queries 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.
Requirements
  • 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.
Benefits
  • 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.

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