Customer Service Officer

Description

Our local government clients in East London are recruiting a Customer Service Officer. To provide first-class professional customer service to residents and customers as the first point of contact. To resolve general and complex service requests and enquiries from residents in relation to a wide range of council services, including housing services, benefits, council tax, social care, homeless prevention, travel concessions, parking, waste, money advice and other similar enquiries.

Your Key Responsibilities will include:

To provide a front-line service to residents via several contact channels, including in-person (face-to-face), telephony, digital, email, social media and other methods provided by the service. To effectively and efficiently handle a wide range of services to a high level of proficiency, with minimal supervision.

Qualification – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• HNC and/or HND level qualification or equivalent level of experience.
• Advanced – Microsoft Office, Word, Excel, Outlook, social media, and CRM.

Knowledge and Experience Requirements - Criteria to be Evaluated at the Shortlisting Stage.

To thrive in this role, you will need:

• Experience in performing a high-standard administrative function in a fast-paced, busy office environment.
• Experience of dealing with customer queries either face-to-face, by telephone or electronically.
• Experience in teamwork within a fast-paced, busy office environment.
• Experience of working in a highly challenging, customer-oriented environment.
• Experience of using your own initiative to suggest new ways of doing things and positively embrace change.
• Experience in monitoring, achieving and exceeding individual targets.
• Experience in contributing to service improvements that take into account the needs of diverse stakeholder groups.
• Ability to work as part of a team with a diverse workforce.
• Ability to remain calm and professional during difficult situations and de-escalate matters, whilst resolving the problem.
• Ability to support customers to self-serve, access, and process service requests.
• Ability to develop effective working relationships with a range of both internal and external stakeholders at all levels.
• Excellent written and verbal communication skills.
• Ability to write clearly, accurately and appropriately to the needs of a diverse audience.
• Ability to assess and interpret information to quickly identify issues or problems.
• Ability to suggest new ways of doing things to solve problems.
• Ability to plan and prioritise own workload to meet individual deadlines and performance targets.
• Ability to use a wide range of software packages, including Google packages, Word, Excel, PowerPoint, databases and similar business systems.

Essential Compliance Requirements

• 3 Years' References.
• Enhanced DBS on the update service
• A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group, a leading provider in the public sector, is acting as an employment agency for this vacancy. Our organisation is deeply committed to fostering an environment of equal opportunity and diversity in the workplace.