Customer Services Officer - 20 Hours
Community Services Division
£24,790 - £27,269 per annum pro rata
20 hours per week worked between 13:00 and 17:00 Monday to Friday
Working in the Contact Centre is a busy and demanding role which requires the ability to deal effectively with customer enquiries for all council services via the telephone. The role includes face to face interaction with Officers working for periods of time on our Virtual Reception Desk and brief exposure to email, social media contacts and web chat. The aim of the service is to resolve customer queries at the first point of contact. This is a fast-evolving working environment where changes take place at short notice so the ability to adapt and learn as you work and to demonstrate a flexible and positive attitude to change is essential. The role requires being able to use multiple software applications and to be able to talk and type simultaneously. High levels of accuracy of data input are also required.
With experience of working within a customer service environment as part of a dedicated team, you will ensure the delivery of a first class and professional front line service. You will have excellent communication and listening skills, the enthusiasm to provide exceptional customer service and the ability to work efficiently under pressure. Educated to GCSE level or equivalent, you will be an excellent communicator with first rate IT skills and the ability to relay complex information in a customer friendly way. Whilst a ‘can do’ attitude is essential, full training will be given.
Starting salary is Scale 5 (£24,790 - £25,183 per annum pro rata). Progression to Scale 6 is subject to successful completion of the customer services competency framework.
The Council offers an excellent employment package with:
• Generous annual leave allowance (including statutory Bank Holidays and 4 extra statutory days)
• Local Government Pension Scheme, with an employer contribution rate of 20.5%
• Flexible working (including hybrid working) available for certain roles
• Learning and Development opportunities
• Family Friendly Policies
• Generous compassionate leave
• Cycle to Work scheme
and more
The post is subject to the requirements of the HMG Baseline Personnel Security Standard check, which involves a basic DBS Disclosure satisfactory to North Warwickshire Borough Council, and as such, appointment will be conditional upon the receipt of a satisfactory response to a check of criminal records via the Disclosure & Barring Service, before the appointment is confirmed. A Basic check will contain details of convictions and conditional cautions considered to be ‘unspent’ under the terms of the Rehabilitation of Offenders Act 1974.
Please note that we only accept completed online application forms and do not accept CVs as a method of application for this vacancy.
If you experience difficulties or need assistance with submitting your online application, please contact the HR team at personnel@northwarks.gov.uk.
For an informal discussion about the role, please contact Teresa Anderson on 01827719449 or Claire Cox on 01827719431.
The closing date for the receipt of applications is Sunday 15th June 2025.
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