Temporary Customer Service Officer- Admin & Clerical

Reference no: Gloucestershire 5222899

Pay rate: £13.17 per hour PAYE

The Customer Service role is based at the Front Door of Children’s Social Care and is situated within the Children’s Single Point of Access (C-SPA) and Multi Agency Safeguarding Hub (MASH). The Customer Service Officers 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.
• Keep up to date with changing policies, procedures, legal requirements etc and implement relevant changes when instructed.

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

Experience & Knowledge / Technical skills

• Diploma in Customer Services/ Business Administration or appropriate equivalent, Modern Apprenticeship in Customer Services or equivalent qualification or work experience
• Excellent levels of literacy and numeracy evidenced by a pass at A – C in English and Maths GCSE’s
• 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 of working within a complex statutory organisation
• Experience of appropriate business systems -desirable
• Must have significant administration experience preferably within a Local Authority-desirable

Skills & Abilities

• Able to work under pressure and dealing positively with stressful situations
• Strong, organisational, interpersonal and prioritisation skills
• Good numeracy skills
• Good problem solving skills
• Must have a confident telephone manner and demonstrate excellent interpersonal skills.
• Excellent communication and customer care skills
• Ability to work as part of a team
• Good attention to detail
• Good communication skills, both written and oral.
• Excellent data input skills and the ability to accurately direct input all electronic data in real time
• High level of IT literacy in a Microsoft Office environment with proficiency in Word, Excel, Outlook and Windows Internet Browser

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.

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. 

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.