Customer Services Officer (L2Z2)

Who You Are

As a Customer Service Officer (Level Two), you represent the Council as the first point of contact, using your high level of customer service experience and multi-skilled knowledge to address customer needs across various service areas. You excel in making high-quality decisions at the frontline, can manage complex cases, and contribute to service improvements. You are adaptable, capable of working across multiple contact channels, and are proactive in meeting changing customer demands.

What the Job Involves

This role requires you to deliver high-quality services across core areas, resolve inquiries at the first point of contact, and support entry-level and experienced Customer Service Officers. You will work in an office-based environment at the Contact Centre in Cressy Rd, with occasional travel to other sites. Liaising mainly with internal partnerships, you will adjust to changing work environments and maintain awareness of service changes within the Council.

Skills

• High-level customer service expertise
• Multi-skilled across core service areas
• Effective decision-making abilities
• Capable of managing complex cases
• Proficient in using customer service access channels
• Adaptability to change
• Understanding of integrated service delivery