Part Time Customer Support Officer
*Job Type: Part-time, Temporary (2 months)
*Pay Rate: £13.59 - £14.72 per hour (PAYE)
*Location: Oldham Council, OL1 1HD
*Working Hours: Morning (9:00am - 13:00pm) or Afternoon (13:00pm - 17:00pm)
Oldham Council are looking for a part-time Customer Support Officer, where you will provide a friendly, resident-focused telephone service, supporting people with a wide range of enquiries and needs. This role is perfect for someone who is passionate about making a real difference in the community by offering practical help and support, especially to vulnerable residents.
Day-to-day of the role:
*Provide a resident-focused telephone or face-to-face service, handling complex enquiries and aiming to resolve them at the first point of contact.
*Make proactive, supportive contact with residents to check on wellbeing, offer practical help such as winter warmth support, and provide clear guidance on benefits and other available support.
*Handle complex and sensitive telephone calls, face-to-face enquiries, emails, and live chat communications for a variety of different services, including the switchboard.
*Demonstrate empathy and assertiveness in delivering advice, balancing the needs of the customer with those of the business to achieve positive outcomes.
*Take responsibility for obtaining all information necessary to process or resolve a query, escalating only when appropriate.
*Record all customer contacts and requests for services using the relevant system.
*Maintain accurate computerised information systems by inputting, updating, and extracting data.
*Update customers on the progress of their enquiries or service requests.
*Process customer requests to pay for Council services.
*Meet individual targets and contribute to team targets as stipulated by management.
Required Skills & Qualifications:
*Experience in customer support or a similar role, preferably within a local authority or public sector environment.
*Excellent customer care skills, with the ability to handle complex and sensitive situations professionally.
*Strong communication skills, both verbal and written.
*Proficiency in using a range of computer systems to provide information and manage data.
*Ability to work independently and as part of a team, with a strong focus on achieving team objectives.
*Empathy and professionalism, particularly when supporting vulnerable residents.
If you are interested in this position, please apply using your latest CV!