Customer Services Officer

Our customer service professionals are the primary relationship with our internal and external customers; either by direct or virtual contact, ensuring customers receive a high-quality customer experience by:

• Handling customer enquiries by telephone, letter, social media, email and face to face and logging comments, compliments, and complaints.
• Resolving as many customer enquiries as possible at the point of enquiry, about a variety of different Council services such as Council Tax, Housing, Waste, and Environmental Health, amongst others.
The role also involves some administrative tasks. You will need to promote the best image of the company through a professional manner, personal appearance and behaviour and adhere to company standards and procedures whilst maintaining the highest level of personal conduct.


• Customer focussed.
• Rigorous with a strong attention to detail.
• Able to adapt your speech/voice tone to each situation.
• Able to remain calm under pressure with a high level of resilience.
• Proactive/reactive, reassuring and understanding.
• Able to advise/coach customers.
• Agile and able to embrace constant change with adaptability.
• Good computer skills and be able to communicate effectively whilst taking accurate and appropriate details on computer systems and navigating computer-based information to resolve enquiries accurately and efficiently.
• Provide customer service solutions across a range of different customers with confidence.
• Ability to multitask, set priorities and manage time effectively.
• Effective, clear, and professional written and verbal communication.
• Ability to analyse a situation, identify a solution and take a decision.
  
  North Hertfordshire is a large rural district with approximately 125,000 residents with four historic towns, Hitchin, Baldock, Royston and Letchworth Garden City. The Council has a clear vision: We put people first and deliver sustainable services, to enable a brighter future together.
Why work with us? We are committed to promoting equality, diversity, and inclusion in our recruitment practices and in our employment policies. We want our employees to feel safe to express themselves and we encourage applicants from diverse backgrounds with a wide range of talents. We are dedicated to promoting a healthy work/life balance, valuing our employees, and enabling them to make a difference to the local community. Please note that all our vacancies require you to live and work in the UK, and selection interviews are face to face in our Letchworth offices or other nearby council sites.

Career Graded 2-3 - Expressed as £23,290 - £26,194 per annum, dependent on experience (pay award pending)