Senior Customer Service Officer; Scale

Overview

Deputise for the Team Manager and work with other Scale 5 colleagues across the service to provide cover and resilience. Operate as part of the team delivering efficient day-to-day first point of contact for customers via telephony, webchat and online support services, enabling customers to resolve issues first-time and encouraging self-service. Act as a Digital Champion to promote the digital platform, provide 1-2-1 training and support, and help colleagues do the same.

Represent the Council at the first point of contact with a customer-focused and professional service, promoting the Council’s core values and Customer Services Standards. Participate in low-level project work and UAT testing as directed by management, and pilot new business entering customer services.

• Deliver a high standard of customer service across telephony and webchat channels; recognise vulnerable customers and ensure their needs are met with high first point of contact resolution and customer satisfaction.
• Act as subject matter expert for the team within the contact centre and maintain links with relevant areas; model exemplary behaviours and contribute to the team, service and organisation.
• Handle escalated calls and enquiries; investigate, resolve and respond to formal complaints; escalate urgent issues as required and support colleagues with complex knowledge gaps.
• Be a specialist on Housing Advisory Service calls/webchat; assist residents on housing register, temporary accommodation and landlord/agent guidance; process service requests and call backs; manage rent enquiries and escalate emergencies as needed.
• Provide cross-channel coverage across Civic Centre and community hubs for business continuity when required.
• Support and own Govmetric customer surveys; drive continuous improvement based on feedback and performance data.
• undertake a variety of customer service tasks (e.g., general enquiries, taking payments, registrar bookings, community support line, web chat engagements) as directed.
• Respond to customer responses on social media and website feedback with clear written communication; identify barriers to enquiries and adapt processes to improve future interactions.
• Understand when to escalate to service teams and resolve or take ownership of formal complaints where possible; accurately transfer information to the digital platform as required.
• Manage personal performance to meet goals and deadlines; adhere to Council policies, and assist in building security and safety procedures, including emergency evacuation and health and safety checks as directed.

• Essential: clear spoken English, accurate written English for webchat and social channels; ability to shadow and coach new or less experienced staff; capability to act as Subject Matter Expert and advise the head of service; triage and resolve calls with effective resolutions or escalation as appropriate; maintain integrity and manage customer expectations; attention to detail; recognise limits and seek support when needed.
• Desirable: experience in a multi-functional customer-facing/contact centre environment within local government; familiarity with housing-related enquiries (council tax, benefits, registry, planning); behaviours include taking responsibility, openness and respect, active listening, and collaboration.
• Professional requirements: safe recruitment practices for safeguarding children and vulnerable adults; emphasis on clear and courteous communication, and ability to work with diverse customers.

Evidence of flexible working is required; role requires at least 2 days per week in the office, with potential additional days for training. A two-week training course (classroom and shadowing) is part of the onboarding. Typical hours are Monday to Friday, 9:00 to 17:00.