Customer Care Officer - Contact Centre

How you’ll make a difference

You will make a difference as a Customer Care Officer by providing support to vulnerable members of the community and offering guidance to help them solve their queries.

The Contact Centre is a fast-paced environment where you will deal with a wide range of customer enquiries across phone, email, webchat and social media, requiring a flexible approach with the ability to adapt quickly to changing priorities.

What will you be doing?

You will provide advice, help and support in response to complex or challenging enquiries.
You will also signpost customers to help them access support services provided by the council and partner organisations
The role requires you to collect, check and assess the quality of information received and clarify points to ensure that it is suitable to be processed
What we need from you
The following needs to be demonstrated in your application form:

You’ll have experience in a call/contact centre or customer service environment
You will need excellent communication skills (including questioning, listening, establishing rapport, showing empathy and managing customer expectations)
You will have experience in handling customer enquiries across different contact channels, including telephone, email, webchat and social media
You require knowledge to explain legislative/technical/complex information clearly
You will need to detail resources you have used to answer and resolve legislative/technical/complex customer enquiries at first point of contact
You’ll have a working knowledge of office-based IT systems, including Microsoft Office, CRM, document management and in house systems
You will need to demonstrate a flexible approach and able to adapt quickly to changing priorities
You will demonstrate your commitment to achieve personal/team targets whilst maintaining excellent quality.
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.
Location: Bristol
Contract Type: Permanent
Hours: Full Time, 37 hours
Salary: £23,080 to £25,481 per annum

Closing Date: 31st January 2022

You may have experience of the following: Customer Service Advisor, Contact Centre, Call Centre, Customer Support, Customer Representative, Customer Care Officer etc.

Ref: (Apply online only)