Customer Service Officer Contact Centre
Scale 4 (Full time - £25,584 - £27,269)
37 Hours, Full Time
Temporary (6 months)
Stopford House
Application Deadline: 9th December 2024
Shortlisting Date: 10th December 2024
Interview Date: Week Commencing 16th December 2024
Interview Type: Online (MS Teams)
**PLEASE NOTE** Previous applications need not reapply if applied within the last 6 months
Your Role
We have an exciting 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 (although please note it is not an exhaustive list):
- Telephone call-handling and managing incoming customer contact (including signposting and directing enquiries) in particular dealing with calls for waste and recycling.
- 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 and 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. You will be expected to be a quick learner. You must be able to provide a professional service for the various requirements of the services of the contact centre. You will require previous experience of dealing with customers and be able to prioritise your own workload in a demanding environment. You will work as part of a team and therefore can build effective working relationships with colleagues. You should be computer literate and be proficient in working with standard office IT applications including MS Office. You will be expected to learn how to navigate in-house ICT systems to work with data and information.
About Us
At Stockport Council we are one ambitious team on a mission to create opportunities for everyone who lives, works and spends time in the borough. Working at Stockport Council means contributing to one of the most thriving towns in the North. We’re keen to recruit people with the right values and behaviours that can help us ensure our workplace values are at the heart of everything we do.
We are proud to be recognised under the Good Employment Charter as an organisation committed to the wellbeing of our colleagues. As members of the charter, we have been recognised as a great place to work for all colleagues and pledge to pay the real living wage, engage staff in key decisions and endorse fair and flexible working conditions.
Click here to find out more about the Employee Benefits you will receive when you join our team!
For further information about the role please contact James Healey, Business Support Operations Manager- Contact Centre james.healey@stockport.gov.uk
The successful applicant’s appointment will be subject to satisfactory pre-employment clearances including a Disclosure and Barring Service check.
Stockport Council holds a Visa sponsorship licence but this can only be used for certain roles and this campaign does not qualify.
Please note that we have made a commitment to improve the employment opportunities for people with disabilities, care leavers and ex-military personnel. As part of the Guaranteed Assessment Scheme you will therefore be guaranteed an interview if you meet both the criteria for the scheme and the essential job role criteria.
Find out if you meet the criteria here: https://www.greater.jobs/our-guaranteed-assessment-scheme
Privacy Notice
Stockport Council is committed to promoting a diverse and inclusive workforce culture - a place where we can all be ourselves and succeed. We welcome applicants from all backgrounds and communities to join our workforce.
We want our employees to have a good work life balance and in many job roles we can offer a range of flexible/hybrid working arrangements. We also have inclusive employment policies and staff engagement forums to support our diverse workforce. We will listen to, learn from, and develop our workforce.
Follow our recruitment team on X, Instagram and Facebook for updates on our vacancies and recruitment events.
Job Profile
Job Advert Booklet
Calculate your take home pay. Use this service to estimate how much Income Tax and National Insurance you should pay for the current tax year.
Employment could affect your benefits, find out more here. Turn2us Benefits Calculator.
Plan your public transport journey. Navigate Greater Manchester and beyond with Transport for Greater Manchester’s journey planner and additional travel resources. Plan a journey | Bee Network | Powered by TfGM
