Customer Services Officer (reference: SCC/TP/288417/4794)

• Location: Merrow Complex, Merrow Lane, Guildford, GU4 7BQ

Description

This full-time, permanent position has a starting salary of £33,552 per annum based on a 36-hour working week.

We are thrilled to be hiring a new Customer Services Officer to join our fantastic Customer Care Team within the Highways and Transport Service based in Merrow, Guildford.

This role is open to hybrid working and as a team we split our time between collaborating with colleagues in the office and working from home, or remotely.

Our Offer to You

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents

About the Role

Our aim as a Customer Service Team is to provide excellent customer service in order to meet the demands of over 80,000 customer queries per year, and are responsible for ensuring the effective management, maintenance and improvement of all highway assets.

This is a varied and interesting role. As a Customer Services Officer you will be responsible for:

• Responding to a high volume and wide range of complex enquiries regarding highways issues
• Responding to formal complaints, freedom of information requests and MP/County Councillor enquiries
• Investigating, collating and preparing fully comprehensive responses in line with our Service Level Agreements
• Working closely with various teams within the service and providing support to wider teams to ensure timescales are met

Contacts with customers are mainly written with occasional calls that have been escalated from our contact centre. After settling into your new role, you will build knowledge and relationships through collaborative work with Highway Teams to drive performance and positively demonstrate our behaviours.

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours :

• Excellent written and verbal communication skills with the ability to manage customer expectations and provide great customer service
• Experience in dealing with complex customer enquiries and responding to complaints
• High level administrative and analytical skills, with a methodical approach to information gathering, investigation, recording and reporting
• Ability to prioritise and plan your own workload in the context of conflicting priorities to meet tight deadlines
• Good IT skills and proficiency with Microsoft Office
• A positive, self-motivated, tenacious attitude with a desire to learn and continuously improve

We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum criteria, we guarantee you an interview.