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 related to building control, planning, public rights of way, concessionary travel, school admissions, and free school meals. What you will be doing:
1. As the first point of contact for customers, you will offer advice and guidance, ensuring queries are resolved and actions are recommended.
2. You will arrange appointments for building control, process payments and planning fees, and signpost to the planning portal.
3. It is your responsibility to collect and verify customer information to ensure effective solutions.
4. You will process application forms for work permits, concessionary travel, free school meals, and children's clothing grants.
5. You will adhere to council service standards, policies, and procedures daily, keeping updated with any changes.
6. Working as a team, you will support each other by sharing information, knowledge, and expertise to maintain a high level of service.
7. It is essential you have experience handling customer enquiries in a contact centre or customer service environment with high query volumes.
8. Ideally, you will hold an NVQ Level 2 in Customer Care or Call Handling, or an equivalent qualification.
9. You need the ability to listen, establish rapport, show empathy, and manage expectations effectively.
10. You should demonstrate strong initiative and a flexible approach to resolve a wide range of queries with changing priorities.
What you need to know:
1. All applications will be reviewed initially. Shortlisted candidates will complete a short psychometric assessment, followed by an in-person interview at our Kingswood office.
2. You will work from our offices in the Civic Centre, Kingswood.
3. A Disclosure and Barring Service (DBS) check is required for employment due to the role's nature.
4. Interviews are scheduled for 15th and 16th September.
How a career at South Gloucestershire Council is different:
* We value our staff as individuals, investing in their careers with comprehensive training and development programs.
* We trust our team to work flexibly and continue investing in technology to support their work and innovation.
* We promote diversity, ensuring fair opportunities for all based on merit and abilities.
Our teams are making a real difference in the community:
* Building and shaping proud communities.
* Planning for future infrastructure, including roads, railways, schools, green spaces, and housing.
* Providing essential, safe, and well-maintained services.
We have achieved much but need talented, dedicated individuals to continue making a difference. Join us and be part of it! For the full job description, please click this link: South Gloucestershire Council
#J-18808-Ljbffr