Customer Support and Information Officer

1 x 37 hrs working the following shift pattern:

Monday to Thursday 08:45am -17:15pm

Friday 08:45am -16:45pm

1x 20 hrs working the following shift pattern: –

Monday and Tuesday 08:45am – 17:15pm

Wednesday 09:00am to 14:00 pm

The Role:

As a Customer Support and Information Officer you will be the first point of contact for the majority of calls that are presented to our Homes & Neighbourhoods Service, from tenants, your colleagues, within the service and across the organisation. This role is both telephone-based and face to face. You will be required to cover the face-to-face duty at both Huddersfield and Dewsbury Library Hubs

You will require excellent customer service skills along with a positive and sensitive manner. As well as the phone calls and face to face duties, you will be expected to respond to messages, emails and administrative duties.

Where possible you will be expected to resolve issues at the first point of contact, signposting customers for advice and action where necessary. You will work closely with your team to ensure tenants and customers receive a high level of service and our properties are maintained in line with safety requirements and legislative obligations.

You will be required to access various computer systems to log, record, extract information and update customer records. Therefore, you will require accurate keyboard skills with the ability to talk and type and have an understanding of GDPR and confidentiality issues relating customer information.

We will be creating an appointable list for future full time, part time and temporary posts.

The posts are hybrid working from the office and when attending meetings and training. Hybrid working is from Civic Centre 1, Huddersfield. You will be required to work from Huddersfield and Dewsbury Library Hubs on a rota basis. It is essential that you can travel.

Quotes from the Team:

“The Support and Information team are a joy to work with. Everyone is very supportive and helpful when you need assistance.”

“The SIT team are some of the nicest people I’ve worked with they are so welcoming and knowledgeable and have made my first six months pass by in a flash”

“Working in customer services can be both rewarding and challenging the SIT team have been really supportive, nothing is too much trouble, offer help and advice when needed and share their knowledge and experiences to support me to achieve the best outcome for the customer service. “

To do this role you will need:

• Minimal GCSE grade 4 (c), or equivalent qualification in maths and English (we will consider relevant experience in lieu of GSCE’s for deployees only)
• Excellent customer service skills
• Ability to organise and prioritise own workload
• Excellent communication skills
• The ability to cope with a range of challenging situations and be resilient to the pressures of the role
• Previous experience of working in a customer service environment
• A good level of computer literacy
• Essential that you can travel to various locations.

Package

In addition to joining a great team, you willreceive the following:

• A competitive salary of between £25,584 – £27,269 (£13,829 – £14,740 for 20 hrs)
• Entry into the Local Government Pension Scheme, including Life Assurance.
• Generous holiday entitlement of 28.5 days annual leave, increasing to 33.5 days with continuous service, plus bank holidays (pro rata for part-time)
• Access to a range of well-being support initiatives including but not limited to: an Employee Assistance programme, Healthy Eating Active Lifestyle assessments, Cycle to Work programme and discounted KAL gym membership.

Suki Nater and Nicola Simpsonare the managers for these roles, please contact them on 01484 221000 for an informal discussion, or if you need any more information.

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