Provide a responsive, front-line customer service through written communication with members of the public, Birmingham City Councillors, and Members of Parliament. Ensure all enquiries are acknowledged and responded to within five working days, confirming outcomes clearly and professionally.
Key Responsibilities
Liaise with relevant service areas to investigate enquiries and deliver comprehensive written responses within agreed timescales.
Manage a personal caseload, issuing holding responses where full resolutions cannot be provided within five working days.
Investigate and respond to formal complaints in accordance with established procedures.
Deliver a high-quality customer experience, aiming to resolve enquiries effectively at the first point of contact.
Work to key performance indicators (KPIs) aligned with organisational goals and service standards.
Person Specification
Strong organisational and multitasking skills, with the ability to manage competing priorities.
Excellent written and verbal communication skills across multiple channels (email, letter, telephone).
Self-motivated, proactive, and committed to delivering excellent customer service.
Adaptable and resilient, with the ability to thrive in a fast-paced environment.
A collaborative team player who contributes positively to shared objectives.
Previous customer service experience is desirable but not essential.
Working hours: 7:00-15:30 Mon-Fri, Hybrid offered, first 3 weeks must be office based for training.
For more information and to apply for the role, please call Leah Kimber at Carrington West on (phone number removed) or email (url removed).
FOOTNOTE:
If you feel that you are right for this role technically, but the rate, location, or seniority does not suit you specifically, please still feel free to send us your CV. We constantly recruit for similar roles at all levels across the UK. We are always keen to chat with you discreetly about your employment situation.
Even if you are happy in your current role for now, we always welcome calls from professionals looking to explore future opportunities. Our specialist team has over 40 years of combined experience in this market. Please contact Leah Kimber at Carrington West on (phone number removed) for more information.
By applying for this position, you are agreeing for Carrington West to hold and process your personal data in accordance with our Data Protection Policy. Your data will be shared with third-party clients specifically relevant to any roles you have applied for. If at any stage, you wish to withdraw your consent, please email (url removed)