Customer Support Officer

**Customer Support Officer - Customer Engagement and Support (Asset, Design and Standards Team)**

**Grade F (Full-time 37 hours per week. Permanent)**

We are seeking a dynamic, self-motivated and customer-focused individual, who can fulfil the challenging role of Customer Support Officer within the Asset, Design and Standards Team. This small, dedicated team will support the delivery of a diverse range of Capital Investment Improvement Projects to Housing, Schools and Council buildings, as well as providing customer support to other teams within the Directorate to ensure our housing and council stock meets high standards.

The position will provide an opportunity to contribute to the directorate’s efforts to continually improve services.

**About you**

You will have a wealth of experience of dealing with customers in a wide range of situations, a strong commitment to excellent customer care, equality, diversity and inclusion. You will be an excellent communicator both verbally, in writing, and be able to speak confidently to groups of customers and stake holders.

The work of the Customer Support Officer is varied. You will help ensure that building improvements are carried out to the agreed standards, on time and within budget. Building Improvements can comprise of refurbishment of kitchens, bathrooms, electrical rewires/repairs, central heating works, energy efficiency improvements, roofing, garage refurbishments, and external works, so you will, ideally, have building improvement experience from an active role in supporting the delivery of modernisation projects to housing, schools and public buildings.

In your role, you will work with the Senior Customer Support Officer to develop and deliver consultation programmes, communication methods, such as handbooks and newsletters, and liaise with customers, internal colleagues and key business partners to ensure any issues are resolved swiftly and programmes are achieved on target. Therefore, the ability to negotiate and manage difficult conversations effectively to ensure completion of works, and maintain customer satisfaction, is essential.

To be successful in the role you will enjoy working in a busy environment, have a positive attitude, be comfortable working in partnership with the wider team as well as on your own initiative, have great time management skills, flexibility and the ability to a adapt to changing demands or the role is important.

Your work will require you to visit properties and sites across the borough of Gateshead, therefore, it is important that you have access to mobility transport or hold a full current driving licence. It would be beneficial, although not essential, that you have access to your own vehicle.

**So, what next.**

If you feel you meet the essential requirements of the role, then we can offer you the opportunity to gain fantastic exposure and build your profile with a business that puts people at the heart of its strategy.

We aim to build an inclusive environment, where everyone can contribute their best work and develop to their full potential. We celebrate our differences, and recognise the importance of teams reflecting the communities they serve.

You should consider the** **job profile** when applying, giving examples of how you meet the criteria.

**The practical bit.**
- Read the **job profile** and ensure you meet the essential requirements of the role. **Remember, in order to be short listed, you need to ensure you evidence that you have met the essential criteria (minimum criteria). Ensure you provide examples where applicable.**: