Temporary Customer Service Officer (Admin and Clerical)

Reference no: Gloucestershire 5224406

Pay Rate: £13.17 per hour PAYE

Role Length: This opening assignment is for 2 months

Hybrid role.

We are looking for an experienced Customer Service Officer to support the Customer Service function of the Multi Agency Safeguarding Hub (MASH) and Children’s Single Point of Access (C-SPA).

Within the MASH and C-SPA there is a Business Support Team who supports Social Workers and partners to ensure the safety of our vulnerable children in the area.  The Customer Service Officers are part of the ‘Front Door’ and are the first point of contact via email, portal or phone. 

Key responsibilities:

• Engage with all customers in a courteous, prompt, and appropriate manner using excellent written and verbal communication skills at all times and in accordance with agreed customer service standards and statutory procedures relevant to the service area.
• Respond to customer requests for information or a service using appropriate resources to ensure the highest quality service is maintained.
• Ensure that all enquiries are acknowledged and responded to in a consistent and timely manner, in line with relevant standards and procedures.
• Create and accurately maintain all electronic records ensuring compliance with the Data Protection Act for the customer services team and all partner services and agencies.
• Ensure resulting service referrals are created and shared accurately and with an appropriate level of urgency in line with relevant standards and procedures.
• Engage with difficult or upset customers in a professional and courteous manner in line with corporate procedures e.g., the Corporate Complaints Policy.
• Accurately handle petty cash, cheques and credit card payments where applicable complying with relevant regulations and processes at all times.

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

Experience/Knowledge:

• Experience of providing information to people using a variety of communication channels including social media.
• Experience of recording accurate information using electronic databases and communication channels.
• Experience of working effectively with people who are distressed, confused or angry.
• Experience in working under pressure and dealing positively with stressful situations.
• Experience of working with multi agency partners.
• Experience of working with data and sensitive information.
• Call handling experience.
• An understanding of how to work in a confidential office environment.

Skills/Technical skills:

• The ability to work in a fast-paced time measured environment.
• High level of IT literacy in a Microsoft Office environment with proficiency in Word, Excel, Outlook, and Windows Internet Browser.
• Excellent data input skills and the ability to accurately direct input all electronic data in real time.
• Excellent verbal communications skills.
• Excellent written communication skills.
• Accurate numeracy skills.
• Creative problem-solving skills with a flexible and adaptable approach to challenges.
• Thorough attention to detail.
• Ability to communicate effectively at all levels.
• Excellent time management and organisational skills.

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.