At a Glance
- Tasks: Manage public complaints and enquiries in a fast-paced environment.
- Company: Join Hertfordshire County Council, a dynamic team focused on community service.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for personal growth.
- Other info: Disability Confident employer; guaranteed interview for applicants with disabilities.
- Why this job: Make a real impact on highway services while developing your skills in customer service.
- Qualifications: Strong communication skills and experience in customer service are essential.
The predicted salary is between 25500 - 30000 £ per year.
We are currently seeking a Customer Interaction Officer to join our Customer Interaction Team. This role offers an exciting opportunity to handle highway enquiries in a challenging yet rewarding environment. We are looking for a highly motivated and enthusiastic individual to become part of our dynamic team.
The position involves managing complaints from the public and elected officials in a fast-paced setting. The successful candidate will need to effectively manage their time and prioritise tasks. Most complaints are handled via email, so strong writing skills tailored to different audiences and attention to detail are essential. Our team handles over 2000 cases monthly, requiring logging, chasing, and responding as needed. Each of these cases need to be thoroughly investigated using our various systems. We aim to respond to as many as we can ourselves so you would be expected to learn the highways knowledge and systems to a high level to do this.
This role allows you to make a significant impact on the highway service by investigating and responding to various complaints. We encourage a proactive approach to service improvement, which is a key aspect of this position. Covering all aspects of highways, this role provides ample opportunities for learning and growth within the service.
Essential:
- Proven track record of delivering excellent customer service.
- Previous experience of working to a high standard within agreed KPIs.
- Strong interpersonal skills.
- Team working.
- Excellent communication skills.
- Competent in working with Microsoft packages including Word, Teams, Outlook and Excel.
We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.
This job role is within the Business Support Services, level BUS8 job profile.
To hear more about this opportunity please contact joe.moir@hertfordshire.gov.uk or magdalena.lennox@hertfordshire.gov.uk for an informal discussion about the role.
Benefits of working for us
How to apply: As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert/job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.
Disability Confident: We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.
English Fluency: The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.
Customer Interaction Officer in Stevenage employer: Hertfordshire County Council
Hertfordshire County Council is an excellent employer, offering a supportive work culture that values employee growth and development. As a Customer Interaction Officer in Stevenage, you will benefit from hybrid working arrangements, competitive salary progression, and the opportunity to make a meaningful impact on community services while working within a dynamic team dedicated to service improvement.
Contact Details:
Hertfordshire County Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Interaction Officer in Stevenage
✨Tip Number 1
Familiarise yourself with the highways systems and processes before your interview. Understanding how complaints are logged and managed will show your proactive approach and genuine interest in the role.
✨Tip Number 2
Brush up on your customer service skills by reflecting on past experiences where you successfully resolved complaints. Be ready to share specific examples that highlight your ability to manage difficult situations effectively.
✨Tip Number 3
Practice your communication skills, especially in writing. Since most complaints are handled via email, being able to articulate your thoughts clearly and professionally will be crucial during the selection process.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide valuable insights into the team dynamics and expectations, which can help you tailor your approach during the interview.
We think you need these skills to ace Customer Interaction Officer in Stevenage
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your customer service experience and any relevant skills that align with the job description. Include specific examples of how you've met KPIs or handled complaints effectively.
Craft a Strong Covering Paragraph:Use the short covering paragraph to showcase your enthusiasm for the role. Mention your strong writing skills and ability to manage time effectively, as these are crucial for the Customer Interaction Officer position.
Demonstrate Attention to Detail:When detailing your employment history and qualifications, ensure there are no errors. This role requires meticulous attention to detail, so your application should reflect that from the outset.
Highlight Teamwork and Communication Skills:In your application, emphasise your interpersonal skills and ability to work within a team. Provide examples of past experiences where you successfully collaborated with others to resolve issues or improve services.
How to prepare for a job interview at Hertfordshire County Council
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you delivered excellent customer service. Highlight situations where you resolved complaints effectively, as this role heavily focuses on managing public enquiries.
✨Demonstrate Strong Writing Skills
Since most complaints are handled via email, practice writing clear and concise responses. Be ready to discuss how you tailor your communication style to different audiences, showcasing your attention to detail.
✨Familiarise Yourself with Highways Knowledge
Research common highway issues and complaints that the team deals with. Showing that you have a basic understanding of these topics will demonstrate your proactive approach and eagerness to learn.
✨Emphasise Teamwork and Interpersonal Skills
Be prepared to discuss how you work within a team and collaborate with others. Share examples of how you've contributed to team success in previous roles, as strong interpersonal skills are essential for this position.
