Customer Support Officer

Our client a large public sector organisation requires a Customer Support Officer based in Antrim and Newtownabbey.

Role: Customer Support Officer

Rate of Pay: £14.84

Location: Antrim & Newtownabbey

Hours: 22.2 hours - Tuesday, Wednesday, Thursday

Duration: 6 Months

Closing Date: Tuesday 18^th March

Main duties/Responsibilities:

To provide a high level of internal and external customer service, offering a flexible, professional and comprehensive information, guidance and support service to all customers, through a variety of channels. To provide a comprehensive customer care and administrative service as part of the Business Support Team for the Organisation Development service. Demonstrate a team approach to achieving the objectives of the Organisation Development service.

• Demonstrate a team approach to achieving the objectives of the section using a flexible attitude to tasks undertaken. Provide a high level of internal and external customer service including taking ownership of customer queries and complaints.
• Continuously develop personal knowledge and skills to enhance internal and external customer service.
• Deal with service requests, regardless of the method of submission, in a timely, efficient, effective, sensitive and courteous manner, respecting the need for confidentiality and in accordance with the Council's Customer Charter.
• Exceed customer expectations at all times, whilst dealing with queries and requests in person and through Council customer channels, such as telephone, email, Live Chat and other platforms) ensuring all are dealt with in an effective and timely manner.
• Carry out all financial procedures including receiving/processing customer payments (including online) and completing reconciliation/daily reports and lodgements to the finance department, all in accordance with Council procedures. This requires competency and accuracy in the use of: An electronic Point of Sale · Understanding of reconciliation processes
• Operate the Council telephone switchboard and public address system, connecting the entire organisation.
• Update the Council CRM system with customer changes and ensure that all records required by the Council are accurate and up to date.
• Provide assistance to customers completing service related forms and encourage customers to use the self-service option where appropriate.
• Where necessary, to put the customer in contact with appropriate colleagues/service units, ensuring all the required information is transferred effectively.
• Provide contact details and further information for external agencies to assist customers as required, and deliver support where possible.
• Receive and log all deliveries, including post, to each building expediently and inform relevant staff for collection.
• Act as a point of contact for customers to promote and provide information on events, displays and exhibitions, within Council sites, particularly Antrim Civic Centre and Mossley Mill.
• Promote and interact with visitors to the Museum at The Mill, providing additional information as required.
• Ensure reception area is maintained in a tidy and safe manner at all times, and keep stocked with up-to-date leaflets, brochures and reception information.
• Ensure that customers receive information leaflets/packs/application forms and other general documents as required.
• Provide on the job customer services support, training and best practice service delivery to other Council services/sections.
• Assist the Customer Services Advisor and Customer Services Manager with training and support requirements for the operation of the Councils customer service channels (such as the digital feedback channel, Live Chat and future platforms).
• Support the delivery of the Council's consultation plan by creating, maintaining and reporting on the Councils feedback/consultation platforms, as well as conducting surveys and inputting data.
• Work co-operatively with other departments to ensure the smooth operation of the Council's Conferencing services within Antrim Civic Centre and Mossley Mill.
• Assist in the implementation of Fire Evacuation Procedures, working in partnership with the Health and Safety Manager and Fire Wardens.
• Support the ongoing review, development and implementation of key customer strategies and procedures, including the Customer Charter (including recording, resolving and reporting on customer complaints /requests for service appropriately).
• Assist the Customer Services Manager and Customer Support Advisor to collect information about service problems/trends and assist the production of performance reports.
• Provide comprehensive business support, as requested, including projects tasked from the Customer Service Manager and/or the Head of Organisation Development.
• To be available from time to time to carry out duties outside normal office hours and in addition to basic contracted hours. Such additional hours will be remunerated in line with Council's approved policies at the time

Essential Criteria:

• Minimum of 5 GCSEs, Grades A-C or equivalent, including English and Maths
• Have a minimum of one year's experience in a Customer Services role with experience in Reception duties, cash handling, operating a till and handling customer enquiries by phone, Live Chat or email

To be shortlisted for this role all applicants MUST meet the essential criteria. If you are interested please upload your CV to the link provided, and Christine Thompson will be in contact to confirm if you have been shortlisted.

Successful candidates may need to apply for an Access NI Certificate with Staffline regardless if you already have a valid certificate.