Job Family: Customer Service Job Zone: Two Level: Two Customer Services Officer


Customer Services Officer Role Purpose: Customer Services Officer
Represent the Council by providing the first point of contact with customers, providing advice and applying sound judgement in assessing their needs across all service areas and resolving their query directly or referring them where a detailed consultation is required.


Example outcomes or objectives that this role will deliver: Customer Services Officer


*Has a high level of customer services experience
*Is multi-skilled and has good/ excellent knowledge of the majority of services within their core group e.g. people, place and business ? Is able to deliver high quality services across a number of core service areas
*Is able to work seamlessly across a number of customer service access channels, telephony, face to face, processing, correspondence and web
*Is able to move across services and channels to respond proactively to changes in customer demand
*Is able to make high quality decisions on the frontline to ensure that enquires are resolved at the first point of contact
*Is able to manage complex cases and case-work with high skill level
*Is able to contribute to service improvements through ideas and participating in projects as required
*Is able to provide support to entry level and other experienced CSOs
Maintain awareness of service changes and developments across the Council
Adjusting to a changing work environment
Familiar with at least 2/4 service clusters and the customer access processes and systems they employ
Understanding of key aspects of integrated service delivery and links between front line and professional service areas
Desirable general understanding of relevant public service mandates e.g. customer focus, personalisation, safeguarding etc