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For Companies At a Glance
- Tasks: Be the first point of contact for customer enquiries via phone, email, and face-to-face.
- Company: Join Southend on Sea City Council, a dynamic local authority dedicated to community service.
- Benefits: Enjoy flexible working practices and full training in a supportive environment.
- Why this job: Make a real difference in your community while developing valuable customer service skills.
- Qualifications: Must have at least 2 years of customer service experience and strong telephony skills.
- Other info: This is a full-time, temporary role for 3 months, office-based with opportunities for growth.
The predicted salary is between 30000 - 42000 £ per year.
Your New Organisation
Southend on Sea City Council is a Unitary local authority, providing vital services to meet the needs of the local community. We employ around 1,800 staff who are working alongside our partners and local communities to deliver the city vision and make lives better for the people of Southend.
Working for Southend on Sea City Council offers a challenging and rewarding career in local government within a collaborative and innovate environment, with the benefit of flexible working practices to support a positive work life balance. As a Unitary Authority we are responsible for all local government functions ranging from social services, transport, public health and parks through to planning, trading standards, community safety and education, so we offer a wide range of career opportunities. The diversity of our economy and communities and investment in a number of exciting regeneration projects makes our Council a great place to work, learn and make a difference.
Your new role
An opportunity has arisen for experienced Customer Engagement Officers X6 (Telephony) to join the Customer service team on full time and temporary basis for 3 months. This role is being offered on a full time basis and is office based. Full training will be provided.
As a customer engagement officer, you will be the first point of contact for customer enquiries received via multiple channels, including telephone, occasional face to face, MySouthend requests and email in relation the new waste contract. You will deal with a range of enquiries, processes and procedures including carrying out wheeled bin assessments.
As a customer engagement officer, you will also support the Council’s channel shift strategy by proactively encouraging the registration and use of MySouthend to enable customers to self-serve ensuring that we are supporting the most vulnerable residents.
What you\’ll need to succeed
To be successful in this role, you will have previous experience of working in a call centre environment providing high quality customer service through use of developed interpersonal skills. It is essential that you have least 2yrs customer Service experience. You will have excellent customer service, telephony skills and a good eye for detail whilst working in a fast paced environment. It is essential that you are focused on customer satisfaction and delivering a quality service to our residents, visitors and businesses.
What you need to do now
If you are interested in this role, please click \’apply online\’ to forward an up-to-date copy of your CV.
Please note: Applications for this vacancy may close prior to the date advertised above so you are advised to apply as soon as you are able to.
The Council is an equal opportunities employer. We welcome applications, regardless of race, sex, disability, sexual orientation, gender reassignment, marital or civil partner status, pregnancy or maternity, age or religion or belief.
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R2R103552 - 130495-Customer Engagement Officer - Telephony (x6) employer: Southend-on-Sea City Council
Contact Detail:
Southend-on-Sea City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land R2R103552 - 130495-Customer Engagement Officer - Telephony (x6)
✨Tip Number 1
Familiarise yourself with Southend on Sea City Council's services and recent projects. Understanding their community initiatives and the new waste contract will help you engage more effectively during interviews.
✨Tip Number 2
Highlight your previous call centre experience by preparing specific examples of how you've handled customer enquiries. This will demonstrate your ability to provide high-quality service in a fast-paced environment.
✨Tip Number 3
Showcase your interpersonal skills by practicing active listening and empathy. Being able to convey these skills in conversations or role-play scenarios can set you apart from other candidates.
✨Tip Number 4
Research the concept of 'channel shift' and be prepared to discuss how you can encourage customers to use self-service options like MySouthend. This shows your alignment with the Council's strategic goals.
We think you need these skills to ace R2R103552 - 130495-Customer Engagement Officer - Telephony (x6)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in customer service, particularly in a call centre environment. Emphasise your telephony skills and any specific achievements that demonstrate your ability to provide high-quality customer service.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the Customer Engagement Officer role. Mention your experience with customer enquiries and your commitment to customer satisfaction. Use specific examples to illustrate how you meet the requirements outlined in the job description.
Highlight Relevant Skills: In your application, clearly outline your interpersonal skills and attention to detail. These are crucial for the role, so provide examples of how you've successfully used these skills in previous positions.
Follow Application Instructions: Ensure you apply online as instructed in the job posting. Double-check that your CV is up-to-date and that you have included all necessary information before submitting your application. Remember, early applications are encouraged as the vacancy may close sooner than expected.
How to prepare for a job interview at Southend-on-Sea City Council
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service, especially in a call centre environment. Be prepared to discuss specific examples of how you've handled challenging situations and ensured customer satisfaction.
✨Familiarise Yourself with the Council's Services
Research Southend on Sea City Council and its various services. Understanding their operations, especially related to the new waste contract, will demonstrate your genuine interest in the role and help you answer questions more effectively.
✨Practice Telephony Scenarios
Since this role involves handling enquiries via telephone, practice common telephony scenarios. This could include role-playing with a friend or family member to simulate customer interactions, ensuring you can communicate clearly and effectively.
✨Emphasise Your Attention to Detail
In a fast-paced environment, attention to detail is crucial. Be ready to provide examples of how you've maintained accuracy in your work, whether it's through data entry or managing customer requests, to show that you can handle the demands of the role.
