Customer Services Officer

Job Purpose

To provide a high-quality responsive and customer-focused first point of contact between residents and Council services. The postholder will handle enquiries across telephone face-to-face and other access channels providing accurate information resolving enquiries wherever possible and ensuring customers are directed to the appropriate service when required. The role will support customers across a wide range of Council services while encouraging the appropriate use of online services to improve accessibility and efficiency.

• Respond to customer enquiries primarily by telephone while also providing support through face-to-face and other access channels.
• Provide accurate timely and professional information and advice across a range of Council services.
• Act as an effective link between customers and Council services resolving enquiries at the first point of contact wherever possible.
• Support customers with enquiries relating to Housing Repairs Refuse and Recycling Public Protection and other Council services.
• Identify customers needs and provide appropriate information guidance and support.
• Recognise and respond positively and sensitively to customers who may be experiencing challenging circumstances.
• Encourage and support customers to access appropriate online services where this is suitable.
• Record customer enquiries and actions accurately using relevant Council systems.
• Maintain high standards of customer care professionalism confidentiality and data protection.
• Work flexibly across different access channels and locations within Carmarthenshire to meet operational requirements.
• Contribute to a positive and supportive Contact Centre environment and the continuous improvement of customer services.
• Work effectively as part of a team while managing a busy and varied workload.
• Comply with Council policies procedures service standards and relevant legislation.

• Experience of working in a customer service contact centre public-facing or similar environment.
• Experience of recognising and responding positively to customers needs.
• Excellent verbal and written communication skills with the ability to communicate clearly with a diverse range of customers.
• A caring professional and customer-focused approach.
• Good IT and keyboard skills with the ability to use customer service and information systems accurately.
• Ability to work accurately and efficiently in a busy environment.
• Confidence and resilience when dealing with challenging or sensitive customer situations.
• Ability to listen effectively understand customer needs and provide appropriate information or solutions.
• Ability to work flexibly across different access channels and locations according to operational requirements.
• Proactive approach with a commitment to delivering high-quality customer care.
• Ability to work effectively as part of a team and contribute positively to service delivery.

• Location: Carmarthenshire; may be required to work across different Council locations. Contact Centre operational Monday to Friday 8:30am6:00pm.
• Hours per week: To be confirmed.
• Bi-Weekly Payments: Payment made every two weeks.