Customer Support Officer - Teignbridge District Council

Are you a friendly and compassionate people person looking for your next mission?

We are more than just a customer service centre - we support our communities by helping people access council services, understand their entitlements, and help safeguard vulnerable members of our communities, identifying when they need additional support. We are a vital key worker service.  

You will be part of a team representing the front face of Teignbridge District Council, dealing with all routine telephone enquires using a variety of digital systems, attempting to resolve all queries at first point of contact, retaining ownership of the query through to completion.  

At all times your focus will be to ensure our customers are given the best service possible.

We are an equal opportunities employer committed to a diverse and inclusive organisation. We welcome applications from all qualified candidates regardless of their age, caring responsibilities, disability, gender/sex, gender reassignment/trans status, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sexual orientation and socio-economic status. We also welcome applications from military veterans and their families. 

We’re a values-based organisation all working together to achieve our vision of “Making Teignbridge a healthy and desirable place where people want to live, work and visit”. We do this by taking personal ownership for the quality of the work we do, the quality of the relationships we develop and for driving improvements in our services.

We can offer the following: 

• A generous flexi scheme with up to 2 days flexi per month that can be taken.
• Hybrid working with 50 percent hours that can be worked from home, after initial training.
• Free car parking (or close access to a mainline train station).
• A refurbished modern zero carbon emissions office space.
• Local Government Pension Scheme.
• Generous annual leave and wellbeing package.
• Discounted gym membership at Teignbridge District Council Leisure Centres.
• Opportunities for career development and learning opportunities.

You are a good Teignbridge District Council fit if you have:

• Good level of literacy and numeracy (equivalent to GCSE English and Maths Grade C or above, Grade 4 above) and/or able to demonstrate equivalent level of competency gained through work experience and workplace learning. 
• Experience in delivering front-line customer service in an inbound telephony-based contact centre.  
• Experience of working as part of a team, where customer care is a key factor.  
• The ability to communicate effectively with customers, colleagues, and council officers with clarity both verbally and in writing.  
• The ability to work on own initiative with consistent accuracy and attention to detail. 
• The skills to deal with distressed, irate, and upset members of the public in a sympathetic and tactful manner.  
• The drive to learn and use IT systems effectively to gather, store and process information accurately.  
• The skills to multi-task including recording customer interactions via computerised systems whilst conversing with the customer. 
• The skills to influence and empower customers to try new behaviours and acquire digital skills. 
• Take time to create effective working relationships.

 
It is vital to read the job description and person specification for this role - it will help you to understand whether your knowledge, skills and experience match the job requirements. In your supporting statement please tell us how you meet each of the essential criteria we ask for in the person specification.

For an informal discussion please contact Graham Rees on Graham.Rees@Teignbridge.gov.uk.

For further information and to apply, please click here: https://jobs.teignbridge.gov.uk/itlivetdc_webrecruitment/wrd/run/etrec179gf.open?WVID=3455862gMN&LANG=USA&VACANCY_ID=2854343Bm8

Closing Date: Sunday 21st July 2024 at midnight.