Customer Care Officer

As a Customer Care Officer, you will offer guidance, provide support and sign post customers to help solve their enquiries. These services include:

• Building Control
• Planning
• Public Rights of Way
• Concessionary Travel - blue badges and bus passes
• Children and Young People - school admissions, free school meals, child care, essential clothing grants and work permits for children
• General council enquiries
What will you be doing?
• You will help resolve enquiries within the specific service areas listed above, listening to our customers, and ensure actions are recommended when necessary.
• It will be your responsibility to take payments and arrange appointments for building control and planning fees, as well as signposting to the planning portal.
• Within this role, you will collect and check customer information to ensure that an effective and efficient solution is achieved.
• You will process application forms for free school meals, children clothing grants and work permits.
• Daily, you will be adhering to Council service standards, policies and procedures, and keep updated with any subsequent changes.
• Working as a team, you will support each other by the sharing of information, knowledge, and expertise to ensure a high level of service is maintained.
  
  The Contact Centre is a fast-paced environment where you will deal with a wide range of customer enquiries through telephone calls or emails, requiring a flexible approach and the ability to quickly adapt to changing priorities., It is essential that you hold an NVQ Level 2 in Customer Care or Call Handling, or 3 GCSE's Grade C or above or equivalent qualification or equivalent relevant experience.
• We require you to have experience in handling customer enquiries in a call, contact centre or customer service environment.
• You will have ability to listen, fact-find and establish a rapport with customers, showing empathy and managing customer expectations.
• It is essential that you have experience in handling high volumes of customer enquires across different contact channels.
• It is important that you can demonstrate a flexible approach and able to adapt quickly to changing priorities.
• You must have a working knowledge of office based IT systems, including Microsoft Office, CRM, document management and in house systems
  
  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.
Our teams at South Gloucestershire Council are making a real difference to the lives of people who live, work and learn here.
• We're building and shaping communities which people are proud of
• We're planning for the future; building and improving the roads, railways, schools, green spaces, and houses.
• We're providing essential services across our communities to ensure they are safe and well maintained.
We've achieved a great deal, but we need talented and dedicated people to ensure we continue to make a difference. We're making a difference, be part of it!