At a Glance
- Tasks: Manage complex customer enquiries and support your team in delivering excellent service.
- Company: Join Sheffield City Council's Core Customer Hub, a supportive and inclusive environment.
- Benefits: Enjoy hybrid working, career development, and generous holiday entitlement.
- Other info: We value diversity and offer flexible working opportunities.
- Why this job: Make a real difference to communities while developing your skills and expertise.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 24300 - 29700 £ per year.
The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.
Contractual hours: 17.76
Basis: Full Time
Package: 2 x Full time, 1 x 0.8 - 30 hours, 1 x 0.48 - 17.76 hours
Are you an experienced customer service professional who thrives on solving complex problems, making informed decisions and delivering excellent outcomes for customers? We're looking for motivated and skilled individuals to join our Core Customer Hub as Senior Customer Service Officers. These are exciting opportunities to build upon your transferable skills and develop knowledge within regulatory services that help keep Sheffield safe, thriving and well managed.
The Core Customer Hub is at the heart of delivering great customer experiences across Sheffield City Council. Our teams provide high-quality support through both contact centre and back-office functions, helping residents, communities and businesses access the information, services and support they need. Working across a range of customer contact channels, including face-to-face, telephone and digital services, we help people reach the right solution at the right time. Through a responsive, accessible and customer-centred approach, our colleagues play a vital role in improving outcomes for customers and supporting our communities across Sheffield.
About the role:
- Managing complex and escalated customer enquiries and service requests.
- Interpreting legislation, policy and technical information to make informed decisions and contribute to outcomes.
- Working collaboratively with our Linked Services, internal and external partners and stakeholders.
- Supporting and mentoring colleagues through coaching and knowledge sharing.
- Maintaining accurate records and ensuring compliance with statutory requirements.
- Identifying opportunities for service improvement and contributing to continuous improvement initiatives.
We're looking for someone who:
- Has experience handling complex customer enquiries or casework.
- Can analyse information, assess evidence and make sound decisions.
- Has excellent communication and interpersonal skills across a range of platforms.
- Is confident managing sensitive, challenging or contentious situations.
- Can prioritise workloads effectively and work independently.
- Enjoys supporting colleagues and sharing knowledge.
- Has strong attention to detail and experience maintaining accurate records.
- Is comfortable using a range of digital systems and technology.
Previous experience within a council or regulatory service is not essential where you can demonstrate relevant transferable skills, experience and a willingness to learn.
Making services better:
As a Senior Customer Service Officer, you will also contribute to the ongoing development of the Core Customer Hub. You will take part in team learning activities, share customer insight and identify recurring issues or avoidable customer contact. You may suggest improvements to processes and knowledge resources and support colleagues as a buddy where appropriate. We will provide induction, training and ongoing development to help you build the knowledge, skills and confidence needed to succeed in the role.
At Sheffield City Council, people are at the heart of what we do. The role offers:
- A hybrid working model.
- Career development and specialist training opportunities.
- A supportive and inclusive team environment.
- The opportunity to make a real difference to residents, businesses and communities across Sheffield.
- Varied work where you directly influence customer outcomes and service quality.
Our values:
- People are at the heart of what we do: treating everyone fairly and with respect.
- Openness and honesty are important to us: communicating clearly and inviting feedback.
- Together we get things done: collaborating and continuously improving.
Join us and help shape excellent customer experiences while developing your expertise. We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly. It is a great time to join us and we welcome your application.
Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.
Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.
If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade. Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026.
We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.
Senior Customer Service Officer in Sheffield employer: Beighton
Sheffield City Council is an excellent employer, offering a supportive work culture that prioritises the well-being of both employees and the children they serve. With flexible working options and a strong commitment to professional development, this role provides meaningful opportunities for growth in children's social care, making it an ideal place for passionate individuals to make a real difference in the community.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Officer in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Beighton. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Beighton before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Officer in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Beighton:Your cover letter is your chance to shine! Tell us why you want to work at Beighton specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Beighton!
How to prepare for a job interview at Beighton
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
