Overview
Customer Service Officer Contact Centre
Scale 4 (£26,403–£28,142)
37 hours, Full-Time
Permanent
Hybrid: Stopford House and some homeworking
Application Deadline: 24 October 2025, 11:59pm
Shortlisting Date: 28 October 2025
Interview Date: 3 November 2025
Interview Type: Microsoft Teams
While we embrace the use of AI as an innovative tool to maximise our services at Stockport Council, we are looking for authenticity in applications. Please read all instructions carefully and ensure your application reflects your skills, knowledge and enthusiasm.
Join us at Stockport Council MJ Local Authority of the Year 2025
PLEASE NOTE Previous applications need not reapply if applied within the last 6 months
Your Role
We have an opportunity within our Business Support Hub, within our Contact Centre for Stockport Council to provide a competent, organised, and professional first point of contact for customers accessing council services.
The team are responsible for first point of contact for council services predominantly inbound telephone calls. To accurately evaluate customer needs and respond appropriately, within agreed policies, guidelines, and procedures. Accurately update and maintain electronic records and to ensure responses are delivered within performance standards.
Key Responsibilities
With some supervision and direction, you will be expected to undertake a range of activities including the following (not an exhaustive list):
* Telephone call-handling and managing incoming customer contact (including signposting and directing enquiries)
* The ability to converse at ease with service users/customers and provide advice in accurate spoken English
* Processing and updating information; handling and processing sensitive and confidential information; and keeping information safe
* Working with inhouse case management systems
* Cross-checking information, data inputting and financial transactions, eligibility checks and support to complete applications
* Training and support will be provided to the successful candidate
About You
We are looking for a motivated, enthusiastic individual to join the Contact Centre. The ideal candidate will have a commitment to providing a high standard of customer service, strong organisational and interpersonal skills, and the ability to learn quickly. You will be expected to provide a professional service for the various requirements of the contact centre. Previous experience of dealing with customers and the ability to prioritise your own workload in a demanding environment are essential. You will work as part of a team and build effective working relationships with colleagues. Computer literacy and proficiency in standard office IT applications including MS Office are required. You will be expected to learn how to navigate in-house ICT systems to work with data and information.
About Us
Stockport Council is committed to creating opportunities for everyone who lives, works and spends time in the borough. We value values and behaviours that keep workplace values at the heart of everything we do. We are recognised under the Good Employment Charter for wellbeing, and we pledge to pay the real living wage, engage staff in key decisions and endorse fair and flexible working conditions.
For further information about the role please contact James Healey, Business Support Operations Manager - Contact Centre, at the Stockport Council email address provided in the original posting.
Stockport Council holds a Visa sponsorship licence but this campaign does not qualify for sponsorship for this role.
Guaranteed Assessment Scheme: applicants meeting criteria will be shortlisted for Assessment if they meet both the scheme and essential job role criteria. Find out if you meet the criteria here: greater.jobs/our-guaranteed-assessment-scheme
Privacy notice and related information are available in the original posting.
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Stockport Council is committed to promoting a diverse and inclusive workforce culture. We welcome applicants from all backgrounds and communities. We offer flexible/hybrid working where possible and have inclusive employment policies and staff engagement forums to support our diverse workforce.
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