Customer Care Officer - Contact Centre

Working within a team, you will be the first point of contact for residents and customers and will make a difference by helping to resolve queries over the phone or through email communication. In this varied and fast-paced role, you will be dealing with queries relating to the following areas:

• Streetcare
• Waste and Recycling
• Environmental Health & Trading Standards
• Leisure & Libraries
• Registration Service - births, deaths and marriages
• General Council Enquiries

What will you be doing 

• Listening to our customers you will deliver a positive customer journey, helping to resolve enquiries and requests, providing solutions, information and advice.
• Customer enquiries can vary on a daily basis, so you will be adapting to meet varied requests, for example, this could be reporting a missed waste collection or booking appointments for notice of marriage or civil partnerships. 
• In the role you will be collecting customer information, taking payments, and maintaining accurate records.
• It will be your responsibility to signpost customers to access Council services, and liaise with senior members of the team for support if complex issues arise.

What we need from you

• You must have relevant experience within customer service or call handling environment.
• We require you to be able to accurately record information, book appointments and explain processes and timescales to our customers.
• It is essential that you have a working knowledge of office based IT systems, such as Microsoft Office, CRM, and document management.
• You will be able identify problems, find solutions and follow processes and procedures.
• You must have some numeracy skills and attention to detail, as we require you to take payments within this role.
• We require you to adopt a flexible and friendly approach, alongside the ability to build rapport with our customers.
• It is desirable that you have an NVQ2 (or equivalent qualification), but this is not essential.

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.