Job Description

We are recruiting a Customer Resolution Support Officer for our local government client in Southeast London.

To provide and process information in response to enquiries, concerns or service requests. To deliver Customer Service excellence by telephone, email, letters or text across various services, ensuring swift resolution for our customers and providing general, clerical and administrative support to the customer experience division.

Responsibility

Responsible for dealing with telephone and face-to-face enquiries, emails, letters, and texts from customers professionally. To interrogate the systems to provide information and resolution to our customers. Raise service requests and update the system as appropriate.

Qualification – Essential

* GCSE Grade (or equivalent) in English Language and Mathematics.

* NVQ Level 3, BTEC Business, equivalent experience.

* Advanced –Microsoft Office, Word, Excel, Outlook, PowerPoint, and Social Media.

Qualifications, Knowledge & Experience Requirements - Criteria-to be Tested at Shortlisting

* Proven and relevant experience gained in a similar role.

* Experience using the full range of Microsoft Office products, including Outlook, Excel, Word and PowerPoint.

* Experience communicating effectively with customers at all levels of the organisation and in all formats.

* Planning and prioritising own workloads to achieve tasks within a tight deadline.

* Experience working co-operatively within a team.

* Experience processing posts and other communications, setting up meetings, forums and events.

* A positive and proactive attitude with the ability to work on initiative to a professional standard and quality.

* Excellent interpersonal and communication skills, both verbally and in writing, and the ability to be tactful and diplomatic.

* Ability to effectively prioritise and meet deadlines when faced with conflicting priorities

* To be able to provide a customer-focused service.

* Ability to use computer systems, including word processing, spreadsheets and databases for correspondence, reports and performance monitoring.

* Must demonstrate an understanding of the issues relating to equal opportunities in service delivery.

* Essential Compliance Requirements

* 2 Years References

* A pre-engagement screening is mandatory for this role. Please be prepared for this additional step in the application process.

Diamond Blaque Group, a leading public sector provider, is proud to be an equal opportunities employer and is acting as an employment agency for this vacancy