Job Description

Customer Service Officer (Contact Centre)

• Pay: £17.33 per hour
• Location: Wembley, HA9
• Job Type: Full-time, Temporary with potential for extension
• Required: Standard DBS Check

Join our team as a Customer Service Officer in our Contact Centre, where you will be at the forefront of responding to customer enquiries via telephone and updating various computer systems. This role is ideal for someone who thrives in a dynamic environment and is committed to providing exceptional customer service.

Day-to-Day of the Role:

• Answer incoming calls across various queues including Switchboard, Housing Repairs, Domestic Abuse, and Housing Needs.
• Provide first contact resolution for up to five service area enquiries via phone, email, webchat, and social media channels.
• Efficiently search, utilise, and update a range of databases and IT systems to resolve customer enquiries and process transactions.
• Manage challenging customer interactions with tact, diplomacy, and empathy.
• Work collaboratively with internal and external colleagues to resolve customer enquiries and complaints.
• Maintain high standards of customer care and adhere to Council and Customer Service policies and procedures.

Required Skills & Qualifications:

• Previous experience working in a call centre / similar role
• Quick learner with the ability to handle a large number of IT systems.
• Knowledge of local area streets and roads is preferred.
• Clear and professional telephone manner.
• Experience in a customer-focused role in a fast-paced environment.
• Ability to work full-time hours from 8:50 am to 5:04 pm, Monday to Friday.
• Must be able to work onsite in Wembley Park for the first 3 months, with the possibility of working from home 2 days a week thereafter.

Benefits:

• Competitive hourly rate of £18.07.
• Hybrid working model after initial training period.
• Opportunity for contract extension based on performance.
• Engaging and supportive work environment.

How to Apply:

To apply for the Customer Service Officer position, please submit your CV detailing your relevant experience. Ensure your application highlights your customer service skills and any relevant local area knowledge.