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Job details
Customer Contact Officer
The Council’s Customer Support team is the main point of contact for the 348,000 people who call Leicester their home, answering people’s questions over the phone, online and in person. They’re often the face and voice of the Council, helping those that get in touch to access the services they need and provide answers to the questions or queries they have.
You will be joining our multi-channel customer service team at a time when we’re reshaping and transforming our service, as we work towards providing excellent customer services in a digitally enabled way, ensuring that customer needs and experiences are at the forefront.
Join us and you’ll find a fast-paced, rewarding, and fun environment, even though we often deal with serious issues. You’ll have plenty of support and you will strive to makes a real difference to the people of Leicester.
About the role
We are looking for a Customer Contact Officer to provide an efficient, effective and customer focussed telephone provision on a range of services delivered from the corporate contact centre.
Based at York House, you will work with the team to respond to queries from members of the public who are often vulnerable members of society. Acting as an ambassador for Leicester city council, you will be on the front line to provide advice and assist with service requests.
You will be confident in the use of technology, and you will be able to promote the benefits of accessing services online, educating, encouraging, and empowering customers to access services via this method.
Working on a rotational system you will work shifts in the contact centre, answering telephone calls or online enquiries. You will provide accurate advice and assistance to customers queries and you will be able to distinguish between a service request and a complaint and then take the appropriate action.
What you’ll need
You will have experience of working in a busy, fast paced, and challenging environment. You will also enjoy working with members of the public and responding to queries. Using your positive attitude, you will be able to deal with a range of enquiries regarding the services provided by Leicester City Council. Having good communication skills sufficient to deal with customers face to face and over the telephone, being able to verbally present new ideas and proposals.
You will also have knowledge of using and managing a range of IT systems to perform day to day tasks.
To apply
If the above sounds like you, then we would love to hear from you!
For an informal discussion, or further information regarding this job please contact John Judd by email at john.judd@leicester.gov.uk
