At a Glance
- Tasks: Deliver outstanding customer service across phone, face-to-face, and email.
- Company: Join a dynamic team focused on helping others in a collaborative environment.
- Benefits: Flexible hybrid working, with options to work from home or the office.
- Other info: Flexible shifts available in Hemel Hempstead, Berkhamsted, or Tring.
- Why this job: Make a real difference by providing top-notch support to customers.
- Qualifications: Good education, communication skills, and experience in customer service.
The predicted salary is between 28800 - 43200 £ per year.
INTERNAL APPLICANTS ONLY
1 year(s) fixed term contract or Secondment opportunity for 12 months
Ref: C1012
We are looking for an enthusiastic and adaptable Customer Service Representative to join our team and help deliver accessible, reliable services to residents, businesses and visitors.
Job Description
Working mainly in our busy contact centre, you will respond to a wide range of enquiries by telephone, email and digital channels. You will also provide a welcoming reception service and support customers during pre-booked face-to-face appointments. You will listen carefully, ask effective questions, identify what each customer needs and take ownership of enquiries, aiming to resolve them at the first point of contact or referring them promptly to the appropriate council service.
You will use council systems to record accurate information, track requests and protect confidential personal data. As our services evolve, you will be confident learning and using new technologies—including customer relationship management systems, online forms, webchat, knowledge tools and emerging digital solutions—to improve the customer experience. You will also help customers access digital services, while recognising when someone needs additional support or a different way to contact us.
You do not need previous local government experience, although it would be an advantage. We welcome applications from people who can demonstrate excellent customer service, clear verbal and written communication, empathy, sound judgement, accurate IT and keyboard skills, resilience in a high-volume environment and the ability to work collaboratively. Experience of handling sensitive, complex or challenging enquiries professionally would be particularly valuable.
After completing your training, the role offers a flexible hybrid arrangement, combining home working with work at council offices. As this is a customer-facing position, you must be able to work flexibly across agreed shift patterns and attend locations in Hemel Hempstead, Berkhamsted or Tring to support the contact centre, reception and face-to-face appointments.
Information for applicants on Local Government Reorganisation
The Council is going through a major change as part of Local Government Reorganisation (LGR) and devolution. This means that the district and borough councils in Hertfordshire will be replaced by a smaller number of new unitary councils.
The aim is to make local government simpler and more efficient, improve services for residents, and bring decision-making closer to the communities we serve.
What This Means For You
If you join Dacorum Borough Council between now and 31 March 2028, you will move to a new organisation on 1 April 2028. Your role will transfer to the new authority, but the way you work and who you report to may change.
While this may be different from what you are used to, it is also a rare and exciting opportunity to join Dacorum at a time of real change.
You will have the chance to help shape the future of local services and be part of building something new.
The new unitary councils will create opportunities for innovation, growth, and better public services. They will offer a more joined-up and forward-looking working environment for employees.
We are committed to supporting our staff and continuing to deliver high-quality services for residents throughout this change. Together, we are building a better future.
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Customer Service Representative in Hemel Hempstead employer: Dacorum Borough Council
Dacorum Borough Council is an excellent employer, offering a unique opportunity to be part of a transformative digital improvement programme that enhances both employee and customer experiences. With a focus on innovation and collaboration within the Digital, Data and Technology Team, employees are empowered to develop their skills and contribute meaningfully to the community. The supportive work culture and the chance to shape the future of local services make Dacorum an attractive place for those seeking rewarding employment in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative in Hemel Hempstead
✨Tip Number 1
Get to know the company! Research their values and customer service approach. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering outstanding customer service, try role-playing common customer scenarios with a friend or family member. This will boost your confidence and help you articulate your thoughts clearly.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local job fairs. Building relationships can give you insider tips and might even lead to a referral, which can be a game-changer in landing the job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining our awesome Customer Service team.
We think you need these skills to ace Customer Service Representative in Hemel Hempstead
Some tips for your application 🫡
Show Your Passion for Customer Service:When writing your application, let your enthusiasm for helping others shine through. We love candidates who can convey their passion for delivering outstanding customer service, so share any relevant experiences that highlight this.
Tailor Your Application:Make sure to customise your application to match the job description. Highlight your communication skills and any experience you have in a fast-paced environment. We want to see how you fit into our team!
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate well-structured applications that make it easy for us to see your qualifications and experience.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Dacorum Borough Council
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Service Representative. Familiarise yourself with the key skills mentioned in the job description, like communication and IT skills, so you can confidently discuss how your experience aligns with what they’re looking for.
✨Prepare Real-Life Examples
Think of specific situations where you've delivered outstanding customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you demonstrate your problem-solving abilities and show that you can thrive in a fast-paced environment.
✨Practice Active Listening
During the interview, show that you’re a great listener. When asked questions, take a moment to think before responding, and don’t hesitate to ask for clarification if needed. This not only shows your listening skills but also your willingness to engage and ensure you understand their needs.
✨Show Enthusiasm for the Role
Let your passion for customer service shine through! Share why you enjoy helping others and how you believe excellent service can make a difference. A positive attitude can be contagious, and it’s something interviewers often look for in candidates.
