Customer Contact Officers

York House

Job Type: Permanent

Closing Date: 26th June 2019

Total salary package*: £25628

Reference: 644

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Job purpose

Customer Contact Officers are responsible for handling the volume of telephone calls that are presented to the corporate call centre. It is expected that Customer Contact Officers will take any call presented from services that the council delivers.

You will be expected to be empathetic and focussed on delivering the correct message regarding the channel shift options and promoting the council's MyAccount.

You will also be responding to enquiries through the digital format of email.

You will

Provide a high quality telephone service provision, enabling members of the public to access accurate advice and assistance with service requests.

Handle enquiries from a range of services supported through the customer phone lines.

Encouraging customers to use the self-service option where applicable and appropriate.

Efficiently and effectively operate a range of IT equipment and programmes to communicate in a timely manner to relevant sections and organisations.

Respond to enquiries via media blending (emails) and web chat.

Other miscellaneous tasks associated with the role.

Requirements of post

Experience of providing a telephone provision in a very busy customer service environment.

Ability to demonstrate an excellent understanding of, and commitment towards, the principles of customer care.

Substantial experience of dealing with members of the public in a busy, sometimes volatile environment.

Experience of using and managing a range of IT systems.

Organised, able to work under pressure and deal with customer enquiry to completion.

Additional information

The salary for this post is £18,795 - £19,171 per annum.

For an informal discussion please contact Tim Driver on 0116 454 5742.

What we can offer you

As well as the satisfaction of helping to improve thousands of lives across Leicester, you can look forward to a work environment that encourages a healthy balance between you work life and your personal life. You’ll enjoy generous annual leave entitlement, membership of the excellent Local Government Pension Scheme and the option of flexible working. We’ll also give you the chance to develop your skills and expertise with a variety of training and development opportunities and career pathways. In addition, you can choose from a number of flexible benefits, including our fantastic salary sacrifice car scheme, big discounts at high-street outlets, childcare vouchers, discounts on city buses and trains, we may also be able help with relocation expenses if you are moving to the City, or need help with commuting costs.

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* Please note that the total package number includes pension contribution and full holiday entitlement, including bank holidays.

Related documents

Please read any attached documents before applying for this job

Person_Specification_.pdf

York House

Leicester City Council | Careers Website | Our Offices | York House Image.jpg

91 Granby Street
Leicester
LE1 6FB

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We are Leicester City Council

As the unitary authority for the largest city in the East Midlands, at Leicester City Council we’re committed to using our creativity and drive to improve the lives of the 348,000 people who call Leicester home.
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