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Customer Service Officer

Job Description

Job Advert: Customer Service Officer 

  • Job Title: Customer Service Officer (Contact Centre)
  • Pay Rate: £18.81 per hour (LTD)
  • Contract Length: 3 months (potential for extension)
  • Working Pattern: Hybrid working
  • Location: Brent, HA9
Job Overview: Brent Council is seeking a Customer Service Officer to join its dynamic Contact Centre team, providing high-quality customer service across multiple channels, including phone, email, web chat, and social media. You will be responsible for handling and resolving enquiries related to key council services such as Recycling and Waste, Housing Benefit/Council Tax Support, Environmental Health, and more.

This role offers hybrid working, allowing you to split your time between home and the Brent office in HA9.

Key Responsibilities:
  • Act as the first point of contact for residents and stakeholders, providing first-contact resolution for up to six council service areas.
  • Handle enquiries, complaints, and transactions via phone, email, web chat, and social media.
  • Investigate and resolve issues, ensuring responses align with council policies and procedures.
  • Promote and support the use of digital and self-service options to enhance customer experience.
  • Maintain accurate records, update databases, and process transactions while ensuring compliance with data protection policies.
  • Manage challenging customer interactions with professionalism, empathy, and tact.
  • Stay informed of legislative and procedural changes to ensure accurate advice is given to residents.
Skills & Experience Required:
  • Previous contact centre or customer service experience in a high-volume environment.
  • Ability to handle complex enquiries, complaints, and multi-channel communication effectively.
  • Strong IT skills, with experience using multiple systems and databases to process enquiries.
  • Excellent verbal and written communication skills, with the ability to engage with a diverse range of customers.
  • Experience in a local authority, public sector, or similar regulated environment (desirable).
  • A proactive, adaptable approach and the ability to work independently and as part of a team.
Additional Information:
  • Hybrid role – a mix of remote and office-based work in Brent (HA9).
  • 3-month contract, with the potential for extension based on performance and service needs.
  • Progression opportunities may be available for high performers.