Lead Customer Services Officer
4 weeks ago
About the Role
To work as part of a multi-skilled team delivering effective and consistent customer service over the phone, online and in person. To maintain and update service request information on the CRM system, providing updates to customers and service areas.
To proactively and sensitively resolve customer complaints and issues at the earliest opportunity, recording and escalating through the formal process where appropriate.
To follow standardised processes for service request reporting according to the nominated department’s guidelines; logging, processing and progress-chasing customer enquiries, escalating where appropriate, to provide a final resolution.
This role involves ongoing contact with residents requiring advice and support for a variety of reasons, who are sometimes in difficult and stressful circumstances.
This role is a lead Customer services advisor where supervising the tasks and activities of other team members including prioritising and scheduling of work will be required.
About UsCustomer Experience is a front line team supporting services and teams with the local authority. It is the first point of contact for a high number of council services through face to face, telephone, online and social media.
We work collaboratively with colleagues and partners, recognising that everything we do is for the benefit of our residents.
About YouTo be successful for this role you will need to be:
Experience of working in a customer-focused environment and achieving successful outcomes in the delivery of services that meet customer needs. Preferably (not essential), have experience working within local authority. Able to work effectively under pressure, organise own priorities, support team members but also at times work in a 'lone working' environment. Be confident using multiple IT software systems at a fast pace. Excellent written and verbal communication skills.Our Offer To You
As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills. We’re constantly striving to improve our ways of working so putting your ideas across - however big or small - will be fully encouraged and supported by your colleagues and our dynamic and experienced management team.
In addition, we offer a modern and flexible working environment for our staff, supported by our IT infrastructure, including Google Chromebooks and Google Apps. Our Flexible Working - Smarter Working Scheme embraces new ways of working. It provides improved work life balance for our staff as it allows staff to work from a variety of locations and staff are not required to work within the office 5 days a week.
Employees have access to a wide range of benefits, some of which include:
Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply) Flexi-time (Please note, this applies to roles at grades 1-9 only) Three volunteering days per year in Sutton Comprehensive learning and development programme Local and national discounts for shopping, eating out and leisure activities Interest free season ticket loans Local Government Pension Scheme Car parking scheme Bicycle loan facilities and cycle to work scheme Zip car scheme Free eye tests and contribution towards glasses Confidential wellbeing and counselling support Subsidised gym membership-
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