Customer Care Officer

How you'll make a difference:

As a Customer Care Officer, you will manage a significant volume of calls and emails, directing customers to resolve their enquiries and providing guidance and support.

The Contact Centre operates in a dynamic environment managing a wide range of enquiries in relation to building control, planning, public rights of way, concessionary travel, school admissions and free school meals.

What you will be doing:

• As the first point of contact for customers, you will offer advice and guidance, and ensure queries are resolved and actions are recommended.
• It will be your responsibility to arrange appointments for building control, take payments and planning fees and signpost to the planning portal.
• It will be key for you to collect and check customer information to ensure that an effective solution is achieved.
• You will process application forms for work permits, concessionary travel, free school meals and children’s clothing grants.
• Daily, you will be adhering to council service standards, policies and procedures, keeping updated with any subsequent changes.
• Working as a team, you will support each other through sharing information, knowledge and expertise, to ensure a high level of service is maintained.

What we need from you:

• It is essential you have experience in handling customer enquiries in a contact centre or customer service environment, dealing with high volumes of queries.
• Ideally, you will hold an NVQ Level 2 in Customer Care or Call Handling, or an equivalent qualification.
• Given the elements of this role, you need to have the ability to listen and establish a rapport with customers, showing empathy and managing expectations.
• It is important that you can demonstrate strong initiative and a flexible approach, as you will be required to resolve a wide range of queries, often with changing priorities.

What you need to know:

• All applications will be initially reviewed and if you are shortlisted, you will be invited to complete a short psychometric assessment. If you are successful through this stage, you will be invited to an in person interview in our office in Kingswood.
• You will be working from our offices in the Civic Centre, Kingswood.
• Please note that due to the nature of this role, it is a requirement of employment that a Disclosure and Barring Service (DBS) check is obtained.

Interviews will be held on 15th and 16th September.

How a career at South Gloucestershire Council is different:

• We value our staff as individuals, investing in their careers and we are recognised for the quality, breadth and depth of our training and development offer, which helps make the greatest long-term difference in work.
• We trust our team to work in the way which allows them to make the biggest difference and we continue to invest in technology to help staff do their jobs to the best of their ability and celebrate innovation.
• We recognise that our diverse team of skilled and dedicated people make us a great place to work. We welcome applications from everyone and ensure that individuals are selected, promoted and developed on the basis of their merits and abilities.

Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.

• We're building and shaping communities which people are proud of.
• We're planning for the future; building and improving the roads, railways, schools, green spaces, and houses.
• We’re providing essential services across our communities to ensure they are safe and well maintained.

We've achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference.

We’re making a difference, be part of it!

To view the full job description, please click this link: Customer Care Officer - Job Description