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- Tasks: Manage customer calls and emails, providing guidance and support on various enquiries.
- Company: Join South Gloucestershire Council, dedicated to building proud communities and essential services.
- Benefits: Enjoy flexible working, comprehensive training, and a commitment to diversity and innovation.
- Why this job: Make a real impact in the community while developing your skills in a supportive environment.
- Qualifications: Experience in customer service is essential; NVQ Level 2 in Customer Care is preferred.
- Other info: Interviews are on 15th and 16th September; DBS check required.
The predicted salary is between 28800 - 43200 £ per year.
How you\’ll make a difference: As a Customer Care Officer, you will manage a significant volume of calls and emails, directing customers to resolve their enquiries and providing guidance and support.
The Contact Centre operates in a dynamic environment managing a wide range of enquiries related to building control, planning, public rights of way, concessionary travel, school admissions, and free school meals. What you will be doing:
- As the first point of contact for customers, you will offer advice and guidance, ensuring queries are resolved and actions are recommended.
- You will arrange appointments for building control, process payments and planning fees, and signpost to the planning portal.
- It is your responsibility to collect and verify customer information to ensure effective solutions.
- You will process application forms for work permits, concessionary travel, free school meals, and children\’s clothing grants.
- You will adhere to council service standards, policies, and procedures daily, keeping updated with any changes.
- Working as a team, you will support each other by sharing information, knowledge, and expertise to maintain a high level of service.
- It is essential you have experience handling customer enquiries in a contact centre or customer service environment with high query volumes.
- Ideally, you will hold an NVQ Level 2 in Customer Care or Call Handling, or an equivalent qualification.
- You need the ability to listen, establish rapport, show empathy, and manage expectations effectively.
- You should demonstrate strong initiative and a flexible approach to resolve a wide range of queries with changing priorities.
What you need to know:
- All applications will be reviewed initially. Shortlisted candidates will complete a short psychometric assessment, followed by an in-person interview at our Kingswood office.
- You will work from our offices in the Civic Centre, Kingswood.
- A Disclosure and Barring Service (DBS) check is required for employment due to the role\’s nature.
- Interviews are scheduled for 15th and 16th September.
How a career at South Gloucestershire Council is different:
- We value our staff as individuals, investing in their careers with comprehensive training and development programs.
- We trust our team to work flexibly and continue investing in technology to support their work and innovation.
- We promote diversity, ensuring fair opportunities for all based on merit and abilities.
Our teams are making a real difference in the community:
- Building and shaping proud communities.
- Planning for future infrastructure, including roads, railways, schools, green spaces, and housing.
- Providing essential, safe, and well-maintained services.
We have achieved much but need talented, dedicated individuals to continue making a difference. Join us and be part of it! For the full job description, please click this link: South Gloucestershire Council
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Customer Care Officer employer: South Gloucestershire Council
Contact Detail:
South Gloucestershire Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Officer
✨Tip Number 1
Familiarise yourself with the specific services offered by South Gloucestershire Council, especially those related to building control and planning. This knowledge will help you answer questions confidently during the interview.
✨Tip Number 2
Practice your communication skills by role-playing common customer scenarios. This will prepare you for the dynamic environment of a contact centre and demonstrate your ability to handle high query volumes effectively.
✨Tip Number 3
Research the council's recent initiatives and community projects. Being informed about their current work will show your genuine interest in the role and how you can contribute to their mission.
✨Tip Number 4
Prepare for the psychometric assessment by familiarising yourself with common types of questions. This will help you feel more at ease and perform better when it comes time for the assessment.
We think you need these skills to ace Customer Care Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of a Customer Care Officer. Tailor your application to highlight relevant experience in handling customer enquiries and managing high query volumes.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles in customer service or contact centres. Provide specific examples of how you've successfully resolved customer queries and maintained service standards.
Showcase Your Skills: Demonstrate your ability to listen, establish rapport, and manage expectations effectively. Use concrete examples to illustrate your strong initiative and flexible approach in resolving diverse queries.
Prepare for Assessments: Since shortlisted candidates will complete a psychometric assessment, practice common assessment types. Familiarise yourself with the skills being evaluated, such as problem-solving and communication abilities.
How to prepare for a job interview at South Gloucestershire Council
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Care Officer. Familiarise yourself with the types of enquiries you'll be handling, such as building control and planning. This will help you demonstrate your knowledge during the interview.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully handled customer enquiries. Highlight your ability to listen, empathise, and resolve issues effectively, as these are crucial skills for this role.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess how you would handle specific customer situations. Practice your responses to common scenarios, focusing on your problem-solving skills and ability to manage expectations.
✨Demonstrate Teamwork
Since the role involves working closely with a team, be prepared to discuss how you collaborate with others. Share examples of how you've supported colleagues in the past and contributed to a positive team environment.
