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Customer Services Officer

  • Location:


  • Sector:

    Professional Services

  • Job type:


  • Salary:

    £9.00 - £11.00 per hour

  • Contact:

    Jordan Richards

  • Contact email:

  • Job ref:


  • Published:

    7 days ago

  • Duration:

    6 Months

  • Expiry date:


  • Startdate:


Customer Services Officer

Job Overview
To handle customer enquiries as a first point of contact, to ensure that customers receive an excellent customer
service. The role will operate as part of a team, working within defined procedures and protocols to deliver a
consistent and accurate service.
The role will handle routine and complex enquiries focused across a multiple of services where there will be a need for
some detailed knowledge and procedural understanding.
Key Responsibilities
* Receive and respond to customer enquiries related to a range of services to provide a prompt
and timely customer service, where possible at the first point of contact. This will include enquiries
over all access channels and at times will involve confrontational customers and issues of a
contentious nature.
* Check and verify documentation provided by customers in accordance with strictly defined
requirements, uploading and storing it in appropriate systems, to ensure that documents provided are
correct and safely handled.
* Escalate and refer specialist issues, to other officers / teams in accordance with defined handover
procedures, so that customer issues can be dealt with appropriately.
* Support customer and digital strategy principles by actively promoting and assisting customers (and
services) to use our digital services for all appropriate customer interactions adopting a positive
channel shift approach
* Process payments in person and over the telephone, in accordance with tightly defined processes
and procedures, to support customers to pay monies owed in an efficient and secure manner.
* Maintain accurate records of enquiries and resolutions, and update and maintain all customer
information records and documentation, so that all relevant information is accessible for processing
and audit purposes, as well as for service evaluation.