Full job descriptionCustomer Service Officer
*Job Type: Temporary, Full-time (Office Based)
*Location: Manchester, M15 5GX
*Duration: Till 31/03/2027
*Pay: £14.47 per hour PAYE
Join Manchester City Council as a Customer Service Officer to support their Revenues and Benefits team and the Crisis Resilience Fund. You will play a crucial role in delivering high-quality service to the community. This position requires a proactive and knowledgeable individual who can effectively manage customer interactions, process requests, and maintain accurate records in accordance with council policies.
Day-to-day of the role:
*Determine the needs of customers and visitors, providing appropriate advice and assistance, and liaising with other service areas and agencies as necessary.
*Assist customers in completing forms and applications in line with service processes and procedures.
*Utilise and share service knowledge to ensure efficient and effective customer service delivery across the council.
*Update and extract information from IT systems, completing relevant documentation following agreed policies and procedures.
*Validate documents according to guidelines, actively seeking to detect and reduce fraud.
*Process customer payments accurately in line with financial regulations.
*Capture data and information using relevant systems to help achieve local and national performance targets.
*Identify potential risks to customers accessing the Customer Service team and escalate issues through the agreed channels.
*Use a variety of software packages and systems to handle customer enquiries.
*Facilitate customer feedback and assist in identifying solutions to improve service delivery.
*Work collaboratively with stakeholders to enhance customer service delivery.
Required Skills & Qualifications:
*This role requires a Standard DBS.
*Strong understanding of council policies, relevant legislation, and procedures to provide accurate advice.
*Experience in customer service, particularly in a public sector or council environment.
*Proficiency in using IT systems and various software packages.
*Excellent communication and interpersonal skills.
*Ability to work independently and as part of a team.
*Commitment to continuous self-development and service improvement.
*Dedication to promoting diversity and ensuring equal access and treatment in employment and service delivery.
If you are interested in this role, please apply here using your latest CV! and a Reed Consultant will be in touch with you.