Customer Service Officer – Repairs Call Centre

TAMWORTH BOROUGH COUNCIL CUSTOMER SERVICES Customer Service Officer – Repairs Call Centre £27,274- £29,542 per annum Home-based role

Primarily home working, with two days per month on site and occasional additional attendance as required, up to 40% of working time.

Located in the heart of Staffordshire, Tamworth is a vibrant and well‑connected borough with a rich heritage and a growing population of over 77,000. With strong transport links, an evolving town centre, green spaces, leisure and cultural attractions, it is a great place to live and work. Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.

Tamworth Borough Council’s customer service centre is at the heart of our council services, and we are looking for an enthusiastic, highly motivated individual to join on our repairs call handling team on a temporary basis.

Each day brings a different challenge; you will need to be a great team player and confident communicator to flourish in this position.

This role requires contact with our service users via telephone or digital methods, such as web chat, email, and social media. You will take ownership for, and resolve, a wide range of enquiries relating to council services, predominantly for repairs and maintenance of our tenanted properties and corporate buildings. You will effectively signpost customers to partner agencies where necessary ensuring a seamless customer service experience.

You will possess the ability to work under pressure and proactively deal with challenging situations in a sensitive manner using your own initiative.

Flexibility around working patterns, excellent customer service skills and computer literacy are essential, as well as being able to embrace new ways of working and technologies by developing and promoting our digital services and supporting our customers with their online journey.

To apply for this role the following experience is beneficial, however not necessary as training will be provided:

• Excellent communication and interpersonal skills – telephone, in person & written.
• Ability to work effectively in a fast-paced environment both as part of a team and on own initiative.
• Confident in the use of computer systems.
• To have a knowledge and experience of local authority responsive repairs handling.
• Experience of dealing with difficult enquiries and problem solving.
• Strong attention to detail and accuracy in handling enquiries.

If you are passionate about delivering outstanding customer service and have the skills and experience to excel in this role, we’d love to hear from you.

This is a home working contract and the majority of duties will be carried out at home, however, employees will be contractually required to attend site on two days per month for team meetings, 121 meetings, etc. Employees may also be required to attend a site for meetings, collaborative work or to undertake work related activities. Site attendance will constitute no more than 40% of working time and includes the contractual 2 days per month.

We have an extensive benefits package including flexible working, a non-contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable), for further details please refer to the application information document on our website.

• flexible working
• a non-contributory health scheme
• Local Government pension scheme
• generous holiday entitlement
• discounted gym membership
• payment of professional fees (where applicable)

Appointment will be subject to satisfactory…