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- Tasks: Provide top-notch customer service via calls and web chats, solving problems effectively.
- Company: Join Aberdeen City Council, a diverse and inclusive employer committed to community support.
- Benefits: Enjoy flexible working hours, competitive salary, and opportunities for personal growth.
- Why this job: Make a real difference in people's lives while developing your communication and problem-solving skills.
- Qualifications: No minimum requirements, just a passion for customer service and the ability to work under pressure.
- Other info: Guaranteed interview schemes available for eligible applicants aged 16-24.
The predicted salary is between 30000 - 42000 £ per year.
Job Purpose
Before applying for this job, it is important that you read the guidance by clicking on this link and the Job Profile attached. These explain the job role and the type of person we\’re looking for.
Location: Marischal College, Broad Street, Aberdeen
Duration: Permanent, Full Time
Roles that require PVG Membership
Please note that with effect from 1 April 2023, where a role requires PVG membership, candidates will meet the cost of the PVG membership. This applies only to roles with a full time equivalent salary of £30,000 and above. (Teaching roles and jobs at Grade 11 and above (currently £31,505 per annum / £17.31 per hour))
The Council will pay for the PVG membership cost initially, either £18 for existing PVG scheme members, or £59 for non-members, and this cost will be deducted from an employee\’s first FULL month\\\’s salary payment.
Job purpose/about the role
The purpose of this role is to ensure that all enquiries made to the Customer Response Team are handled appropriately and effectively, with first class customer care. The post holder will play a key role in the digital and assisted digital programme ensuring that customers are supported where required and access council services in a manner appropriate for their needs. The post holder will demonstrate excellent communication and digital skills, work to a high level of accuracy and have a strong customer service ethos.
Are you naturally empathetic and a clear communicator? Are you genuinely passionate about customer service, problem solving and ensuring you are constantly putting the citizen first? We are seeking enthusiastic and customer focussed individuals to support the delivery of our Customer Response service, dealing with calls and web chats relating to a range of council services. The post holder must be able to work well under pressure and respond effectively to difficult situations. The team operate a 9 am to 5 pm service, and the post holders will be required to work during our afternoon shifts.
Required qualifications / capabilities
The post holder needs to hold as a minimum:
No Minimum Requirements
The postholder is able to demonstrate
The post holder will be able to demonstrate:
Skills and experience in:
- Working under pressure in a busy environment whilst delivering a high standard of customer service
- Consistently meeting service targets
- Using IT systems and standard ICT packages, such as the Microsoft Office suite of software
- Handling difficult / emergency situations
- Practical approach to problem solving
Commitment to:
- Delivering excellent customer service through genuine passion and desire
- The principles of the Target Operating Model
- The priorities and aims of Aberdeen City Council
Understanding of
- Relevant policy and legislation
About Us
Please see the Job Profile for further details.
Aberdeen City Council is an equal opportunities employer and we are committed to equality, diversity and inclusion. For further information, please see our Equality, Diversity, Inclusion and Recruitment pack.
Flexible Working
We are happy to talk flexible working and offer flexible working for most roles in the organisation meaning that many of our employees enjoy the freedom of choosing a working pattern that suits them as much as it suits the organisation.
Disability Confident
We are a Disability Confident Employer. If you consider yourself to have a disability and think you may require a reasonable adjustment to be made for this part of the selection process, or would like further information in relation to reasonable adjustments, please contact AskHR@aberdeencity.gov.uk.
Armed Forces
We are a forces-friendly employer, have signed the Armed Forces Covenant and are a gold award recipient in the Defence Employer Recognition Scheme. We have a specific email address for those in the forces, those who have left the forces, as well as their partners / spouses / families: armedforces@aberdeencity.gov.uk. We are able to answer questions about jobs and our application / selection process, as well as about our employee support provisions.
Guaranteed Interview Scheme
We have a number of guaranteed interview schemes available to applicants who meet the minimum criteria for the role they are applying for who:
- have a disability as defined by the Equality Act 2010 (all jobs)
- looked after young people, those that are in continuing care or are a care leaver up to the age of 29 (all jobs)
- are aged 16-24 and live in Aberdeen City or have been to an Aberdeen City Council school and are applying for a Modern Apprenticeship (except Trades apprenticeships)
- have done a Foundation Apprenticeship with Aberdeen City Council and are applying for any apprenticeships relevant to the area in which they did their Foundation Apprenticeship
- are New Scots aged 16-24 and are applying for any apprenticeships
Please note that eligibility to work in the UK is dependent on legal status and all applicants must have the right to live and work in the UK.
Further information can be found at https://www.aberdeencity.gov.uk/services/jobs
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Customer Care Officer - Customer Response - ABC12603 employer: Aberdeen City Council
Contact Detail:
Aberdeen City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Officer - Customer Response - ABC12603
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Aberdeen City Council. Understand their values and how they deliver customer service. This will help you tailor your responses and show that you're genuinely interested in the role.
✨Tip Number 2
Practice makes perfect! Think about common interview questions related to customer service and prepare your answers. Use the STAR method (Situation, Task, Action, Result) to structure your responses and highlight your skills effectively.
✨Tip Number 3
Show off your digital skills! Since this role involves handling enquiries through various channels, be ready to discuss your experience with IT systems and digital communication. Bring examples of how you've used these skills in previous roles.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Care Officer - Customer Response - ABC12603
Some tips for your application 🫡
Read the Job Profile: Before you dive into your application, make sure to check out the Job Profile linked in the description. It gives you a clear idea of what we're looking for and helps you tailor your application to fit the role.
Show Your Customer Service Skills: Since this role is all about customer care, highlight your experience in delivering excellent service. Share specific examples of how you've handled difficult situations or gone the extra mile for customers.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon. We want to see your communication skills shine through, so make every word count!
Apply Through Our Website: Don't forget to submit your application through our website! It's the best way to ensure we receive your details and can get back to you quickly. Plus, it shows you're serious about joining our team.
How to prepare for a job interview at Aberdeen City Council
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the job description and the key responsibilities of a Customer Care Officer. Familiarise yourself with the council's services and think about how your skills can contribute to delivering first-class customer care.
✨Showcase Your Communication Skills
As this role requires excellent communication, prepare examples that demonstrate your ability to communicate clearly and effectively. Think about times when you've handled difficult situations or provided exceptional customer service, and be ready to share these stories.
✨Demonstrate Problem-Solving Abilities
The interviewers will want to see how you approach problem-solving under pressure. Prepare to discuss specific instances where you've successfully resolved issues, especially in a busy environment. Highlight your practical approach and any relevant IT skills you possess.
✨Emphasise Your Passion for Customer Service
Make it clear that you genuinely care about providing excellent customer service. Share your enthusiasm for helping others and your commitment to putting citizens first. This will resonate well with the interviewers and show that you're a great fit for their team.
