Customer Access Officer

**Salary**:Grade 10, starting salary £24,310 per annum (pro rata)
**Hours**: 21 hours per week, worked Mon & Tues 10am-2.30pm, and Wed-Fri 10.30am-2.30pm
**Place of Work**:Elizabeth House, Dereham (remote-enabled)
**Contract term**: 12-month contract

**Would you like a job where what you do**:

- **Makes a difference to customers and businesses across the Breckland district**:

- **Allows you to play a pivotal role in helping transform the way customers can reach us**

Our telephone contact centre is at the very heart of the Council and the gateway through which our customers access our services, give us valuable feedback and receive the help and advice they need.

Our customer access team play a pivotal role in helping transform the way that customers can reach us and our innovative and exciting technology and digital strategy developments including web chat will see the contact centre taking even more of a lead at the customer interface.

Our team can go on to expand their careers within different areas of the Council and we pride ourselves on the development support we provide.

We are growing our service and offer exciting opportunities for ambitious and motivated people with a passion for excellence in customer service to join our team.

**You will**:

- Understand the customer issues
- Take ownership of service requests
- Fully utilise the main CRM Frontline system to steer queries to a successful conclusion
- Effectively use other specialist conclusion
- Increase knowledge in different Council departments
- Make connections between the customer's initial request and the various services the Authority offers

**About you**:
**Collaborative** - You look for ways to work in partnership and listen supportively to the ideas of others, building on their ideas, while sharing your views and knowledge. You recognise the skills, talent and experience of others and reach out to them for their contribution and input. You recognise, appreciate and praise others for their contribution.

**Ambitious** - You always ask yourself 'How could we do this better?', taking ownership of change and helping others to understand, adapt, implement, and embed it. You have an open mindset, take risks and explore new ways of doing things. You are a proud ambassador, taking pride and responsibility for the work we do and encouraging others to do the same. Your approach to work is filled with positivity and optimism.

**Results-driven** - You review your own performance and ask for feedback to learn and improve. You make sure you are clear on what you need to achieve, keeping a focus on results and solutions. You are driven, showing courage and resilience even when things don't go to plan.

**Empowering** - You show energy and drive to explore new opportunities and challenge the status quo - acting on opportunities to generate income or reduce costs, embracing new technology and promoting digitalisation. You ask for help and support when needed, and take responsibility if things don't go well, learning from it for your own and for the organisation's development.

**Supportive** - You treat others as you would want to be treated yourself, ensuring that you are welcoming, friendly and approachable.You understand and take care of your own wellbeing, as well as the wellbeing of those around you. You give time to colleagues who need help or support.

**OK, I'm interested...but is it really the job for me?**
- Confident communication skills
- Taking ownership of and resolution of complex enquiries
- Confidence in dealing with wide range of people and challenging behaviour
- Organisational skills and accurate record keeping
- Intuitive ICT skills
- Passion for excellence in customer service
- Working flexibly and proactively as part of a team

**What's it like to work for us?**

We are passionate about our people and pride ourselves on being a great place to work, we genuinely care and know that a happy workforce is a productive and motivated one If you're still not sure, here are some stats from our 2024 staff survey to convince you..
- 94% said they feel trusted and empowered
- 90% of staff recommend Breckland as a great place to work
- 89% said they have had opportunities to learn and grow in the last 12 months
- 94% think Breckland provide positive action on health and wellbeing
- 91% said they felt supported by their manager

We offer excellent conditions of service, including:

- A local government pension scheme (14 per cent employer contribution).
- Attractive holiday package (25 days increasing after three years' continuous Local Authority service by one day per year up to the maximum of 28 days, plus bank holidays)
- Free car parking.
- Remote-enabled working arrangements.
- A newly refurbished office.

**Closing date**: 9am 28th August 2025

**Job Types**: Part-time, Fixed term contract
Contract length: 12 months

Pay: £24,310.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Health & wellbeing programme
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