Customer Service Officer

Client



Local Authority in Croydon



Job Title



Customer Service Officer



Pay Rate



£15.06 an hour PAYE



Hours



36 Hours a week (9AM-5PM)



Duration



3 Month contract (Strong potential of temp to perm)



Location



First 4 weeks role is fully office based in Bernard Weatherill House Croydon. Once trained hybrid working will be in place.



Description



Key Accountabilities:

Engage with customers using a variety of means (including social networking sites) to develop and demonstrate an understanding of who they are and their physical and emotional needs, including the differences among customers and the needs of vulnerable customers



Engage customers in surveys and participatory action research methods as partners to design and review services, ensuring that the customer viewpoint is incorporated and that they develop the capacity to understand and develop solutions to their own problems



Use customer feedback to make recommendations for service improvements



Identify and focus on customers' priorities in all interactions with them



Contribute to and use a centralised customer engagement system to enable services to plan their customer engagement activities and customers to plan which engagement events they can attend.



Consistently deliver an excellent experience for customers, ensuring that things are right first time, whether by telephone, face to face, email, web-based, text messaging or written queries



Proactively respond to and resolve, in a timely and courteous way, a wide range of queries, meeting key performance indicators, quality standards and service level agreements



To use sound judgement and take responsibility for obtaining all information necessary to process or resolve a query, only escalating it to others where this is appropriate



Where necessary, put the customer in contact with appropriate colleagues or departments, ensuring required information is transferred efficiently



Provide a comprehensive information service to the public, advising on services available from, and the policies and procedures of the Council, and its partners which will resolve or inform the needs of



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