Customer Services Officer

At Hammersmith & Fulham, we are ambitious in reforming the council to ensure this is a place for everybody. Within the Environment Department, we offer a wide range of services to help make the borough an attractive place, one that is safe, clean and green and one in which our residents take pride.

The parking services, Customer Services team is looking to recruit 1 highly motivated Customer Services Officer, to join this fast paced ever evolving team, who are responsible for providing excellent service, to both the residents, and the parking services customers.

The successful candidate will be offered training in relation to the job role and, will be expected to work within the Road Traffic Act Legislation, Traffic Management Orders and the Council's policies and procedures, and with the drive to help work to maintain and improve service delivery, resulting in the ability to respond to customer enquiries in a professional and equitable manner.

The successful candidate may also be required to undertake Saturday working on a rota basis.

Our mission is to be the best council. To do this, we need the best people to help build our vision. If you're looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

Please refer to the Role Profile for more information.

Role Responsibilities:

An outstanding first line of response to all customers contacting the Service. An effective and responsive suspensions administration service in an efficient and timely manner (when capable).

You will need to:

• To work on an alternating and rotational basis (when capable) across the Parking Service Customer Service and to be the first line of contact with customers.
• Responding to enquiries through telephone, e-mail, web-chat or social media that particularly relate to Penalty Charge Notices, Parking Suspensions, Pay and Display and Telephone Parking, Permits and Accessible Transport.
• To undertake administrative tasks relating to all aspects of Shared Parking Service including taking payments from customers via the telephone where charges apply.
• To provide an outstanding first line of response in relation to all areas that come under the Parking Services umbrella, communicating in both a courteous and professional manner with customers by telephone, e-mail, letter, web-chat and social media.
• To ensure that the call centre offer a one-stop customer experience that exceeds 95%.

People Values:

How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do.

We are fair

We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.

We are caring

We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.

We are collaborators

We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.

We are driven

We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

Recruiting for Attitude:

Your skills and ability are important however, we recruit as much for attitude as we do experience. We are looking for people who have the following attributes:

Complex problem-solving
The ability to work within a complex system and find simple solutions and outcomes that deliver real change.

Critical thinking
The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking. You can rationalise decision-making and form views quickly and soundly from a range of sources.

Creativity
You take approaches that demonstrate how doing things differently and creatively changes the dynamic in situations. You can apply creative solutions that deliver hard outcomes.

People management
You can get the best out of people. You have a coaching-style and drive through a commitment to personal and professional development. You are clear in your expectations and have exceptional feedback from your team about their working environment. You recognise and support people as individuals.

Coordinating with others
You have the knack of working well with others. You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others. You can also recognise how others work, think, and feel to get the most out of collaboration.

Emotional intelligence
You have a high degree of self-awareness and self-regulation in a wide range of situations from one-to-one conversations to team and group dynamics. You can recognise motivating factors and demonstrate empathy appropriately applying a wide range of adaptive social skills.

Judgement and decision making
You can take rational and evidence-based decisions and take responsibility for your decisions and actions. Where there is ambiguity or a lack of evidence you can demonstrate the ability to understand the environment and show flexibility in applying your judgement.

Negotiation
You can demonstrate an understanding of the range of skills and techniques required to successfully negotiate with a range of other partners. This includes understanding how to structure and undertake successful negotiation on an organisational-wide level.

Service orientation
You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivered as well as the achievement of objectives. You and your team can demonstrate how your overall contribution to the organisation and service delivers to our organisational aims and objectives.

Cognitive flexibility
The ability to recognise the environment in which you work and adapt and shift to this environment to maximise your own personal achievement and lead others in the same approach. Applying cognitive flexibility to situations of significant change and transformation.