Customer Service Officer
Would you like the opportunity to make a difference to people`s lives?Are you an excellent Communicator?Serco is a FTSE 250 international service company that improves the quality and efficiency of essential services that matter to millions of people around the world. The work we do for national and local governments involves us in the most important areas of public service, including health, education, transport, science and defence.As part of transforming the Adult Social Care Service, an Inform and Advise team has been created to operate as a `front door` to the service. This means that you would be the first point of contact for all areas of Adult Social Care across all channels including telephone, face to face and mail, therefore you will need to be able to communicate at all levels with members of the public and professionals alike. You will be expected to work flexibly and in time this may involve working on other services within the customer service team.The role will be to provide an efficient, effective and customer focused first point of contact for customers telephoning the Peterborough Direct call centre, whilst providing a knowledgeable and professional service covering a broad range of council services.Duties and Responsibilities:- To deal with and resolve customer enquiries over a broad range of services, including responsibility for ensuring that further actions are taken or requested as appropriate.- To ensure customers contacting the Council by telephone, face to face or electronically receive an excellent level of customer service.- To prioritise actions and decisions according to customers and clients needs.- To develop and maintain a broad knowledge of social services and agencies available, to ensure customers receive accurate information and a `one stop` service for signposting or query resolution.- To act as a `champion` for one or more service areas, in order to develop expertise to share with customers and staff.- To assist with the training of new members of staff as and when required.- To communicate openly and effectively with customers, managers, colleagues, partner organisations and elected members as appropriate.- To clarify and /or anticipate internal and external customers needs and positively develop those customer relationships.- To ensure a `seamless` service is provided across service areas through effective teamwork, attention to detail and work management.- To take `ownership` of a customer query where appropriate and where possible, ensure a satisfactory resolution is achieved for both the customer and the Council.- To carry out all responsibilities with regard to the Council`s Equalities Policy and Procedures and Customer Care Policy.- To comply with all Health & Safety at work requirements as prescribed by the employer.
Essential- Working knowledge of office procedures and working practices- Experience of dealing with customer queries politely and helpfully within customer care guidelines - Experience of working within a team - Extensive experience in the use of ICT within an office environment - Ability to gather relevant information an present it in a clear concise way - Experience of working in a call centred environment - Experience of working within a performance management environment and meeting key performance indicators- Experience of using the internet and / or databases to resolve customer enquiries- Experience of dealing with customers to establish specific needs / requirements and identifying possible solutions - Experience of dealing effectively with challenging and concerned customers- 5 GCSE`s or equivalent including Maths and English- NVQ level 3 in a Customer Service or office related subject or able to demonstrate a comparable level of experience- Demonstrate excellent listening and questioning skills and techniques - Ability to communicate effectively by telephone, in writing and face to face - Ability to work constructively with others and on own initiative where required - Able to read/refer to notes and procedures to ensure service delivery is maintained- Able to listen to customer queries and act accordingly to resolve the issue raised - Ability to use telephony systems and databases to extract, record and relay information relating to customer enquiries- Ability and desire to develop knowledge and skills in order to provide a high level of service Ability to demonstrate highly developed customer service skills Desirable- Experience of dealing with customers face to face