At a Glance
- Tasks: Deliver top-notch customer service and handle queries effectively for housing services.
- Company: Cheltenham Borough Council, dedicated to community support and service excellence.
- Benefits: Competitive pay, supportive team environment, and opportunities for personal growth.
- Other info: Join a dynamic team with a focus on community welfare and professional development.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 30000 - 42000 £ per year.
Purpose
- To provide a consistently high level of customer service to customers, stakeholders and third parties who contact Cheltenham Borough Council housing services.
- To work in partnership with other Customer Services Officers to respond appropriately and effectively to every customer contact which comes in via the Customer Services Team, to provide a positive customer experience, and achieve high levels satisfaction.
Key Duties and Responsibilities
- To provide a service that, wherever possible aims to deal with customer’s queries at first point of contact ensuring that a high-quality of service is always delivered.
- To be effective and pro-active in dealing with customer enquiries.
- To process requests and queries from various sources / parties (for example from tenants, tenant representatives, colleagues) by telephone, email, or customer portal, ensuring a consistent high level of detail and appropriate prioritisation, so not to negatively impact on resources and service standards, particularly those linked to logistics and repairs.
- Ensure are at all times treated with dignity and respect, and in accordance with their individual needs and those set out in the Equality Act.
- To respond appropriately to any customer safeguarding concerns, and in line with CBC housing services policy and procedure, to enable any required actions to be determined.
- The ability to maintain customer confidentially when responding to contacts.
- To comply with any relevant legislation, GDPR and CBC’s customer safeguarding responsibilities.
- Use a computer-based contact centre telephony system, understanding and responding appropriately to real time call handling data displayed on wallboards.
- To respond professionally to customers displaying unreasonable behaviour and reporting any incidents to the Customer Service Team Leader.
- Have an excellent knowledge of and ability to utilise all IT systems and data bases effectively including Microsoft packages and housing management systems.
- Ensure all contacts received into the organisation are correctly classified and recorded on the internal housing management system with an appropriate level of detail to enable any further action to be determined.
- Have a good working knowledge of the services provided by key areas of the business such as Repairs, Tenancy Management, ASB, Housing Options and Benefit & Money Advice to ensure correct routing of requestions / queries through the organisation, to allow a timely response to be provided to the customer.
- Administer and monitor the customer web portal, Customer relations email inbox and out of hours service reports.
- Process customer payments via telephone and incoming and outgoing mail at the HWRC Area Office.
- Process Compliments. Comments and complaints in line with CBC’s policy and procedure.
- To aid the Customer Service Team Leader with monitoring customer satisfaction, both through following up on quarterly customer satisfaction surveys, and by ensuring that any live feedback is promptly passed to the relevant Service Manager, to ensure that it can be acted upon to maintain a customer focussed service.
- To work with the Customer Service Team Leader and the Project & Change Team to support the identification of factors which impact on the quality of customer service the CSO is able to provide and suggest developments to team and wider organisation processes.
- To support the Customer Services Team Leader to induct new Customer Service Officers into the team through support with training and by acting as a mentor.
- To aid the Customer Service Team Leader with the monitoring and calculating of a range of performance indicators including those related to the allocation of customer services resources and contact centre service levels.
- Deputise for the Customer Services Team Leader as required.
- Assist with other duties as requested by Customer Service Team Leader.
This job description sets out the key outcomes required. It does not specify in detail all the activities required to achieve these outcomes.
General Accountabilities
- Work to add value to, and be a valued member of, the team and to be valued by customers.
- Maintain a safe working environment and ensuring, as reasonably practicable, that safe working practices are adopted by employees within the working environment.
- Work in compliance with the codes of conduct, regulations (including financial) and policies of the council.
- Exercise proper and absolute integrity in respect of all confidential matters and the confidentiality of personal and sensitive information.
- Show a commitment to safeguarding the welfare of vulnerable adults, young people and children, in line with the organisation’s policy.
Customer Service Officer - Housing Services in Cheltenham employer: Cheltenham Borough Council
Cheltenham Borough Council is an exceptional employer, offering a supportive work culture that prioritises customer service excellence and community engagement. Employees benefit from comprehensive training and development opportunities, fostering personal and professional growth while contributing to meaningful housing services in the vibrant town of Cheltenham. With a commitment to inclusivity and safeguarding, the council ensures a respectful environment where every team member can thrive.
Contact Details:
Cheltenham Borough Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Officer - Housing Services in Cheltenham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cheltenham Borough Council. 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 Cheltenham Borough Council 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 Customer Service Officer - Housing Services in Cheltenham
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 Cheltenham Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at Cheltenham Borough Council 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 Cheltenham Borough Council!
How to prepare for a job interview at Cheltenham Borough Council
✨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.
