Job title: Customer Services Officer

Salary: C1 £27,711 - £30,060

Hours: Full Time – 37 hours, Part Time – various hours available

Contract: Permanent

Location: Various city wide

As a Customer Service Officer for Leeds City Council, you’ll thrive on providing an excellent frontline service to the residents of Leeds.

About you

As a Customer Service Officer, you will bring to the role:

• The ability to work flexibly across different work locations in Leeds, as some of our roles are peripatetic and could require you to travel at short notice.

• An awareness of local government issues.
• The ability to take ownership of customer enquiries, to resolve basic enquiries and to refer customers to the correct contact point in more complex cases.
• The ability to work in partnership with other departments and agencies to maintain and improve service delivery.
• The ability to demonstrate the work of the Community Hubs to visitors and new starters.

About the role

As our next Customer Service Officer, you’ll provide a Customer Services function at the Council’s Community Hubs and Libraries. Ensure that a responsive, professional, and caring service is always provided to all customers. Deal with and resolve most enquiries on a drop in or appointment basis, in a booth or in a meet and greet (floor walking) environment and take ownership and resolve complex enquiries without assistance as required.

The role is integral to our Customer Service team as it enables us to deliver a supportive service to our residents, who can often find themselves in a vulnerable position. We are looking for candidates with resilience and prepared for a challenge.

What we offer you

We take pride in offering the best employee experience, with benefits including:

• a competitive salary and annual leave entitlement plus statutory holidays
• membership of the West Yorkshire Pension Fund with generous employer contributions
• flexible and hybrid working arrangements subject to service requirements

• a clear career pathway and continuing professional development opportunities
• a range of
  staff benefits
  to help you boost your wellbeing and make your money go further

How to apply

Complete the online application form.

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

Job Description

Job purpose

To provide a Customer Services function at the Council’s Community Hubs and Libraries. Ensure that a responsive, professional, and caring service is always provided to all customers. Deal with and resolve most enquiries on a drop in or appointment basis, in a booth or in a meet and greet (floor walking) environment and take ownership and resolve complex enquiries without assistance as required.

Responsibilities

• To provide a welcoming customer service function and to maintain a polite and professional manner at all times.

• To meet and greet customers in the public area and direct them to the most appropriate access channel/service to resolve their enquiry.

• To work at a variety of enquiry positions which can be both seated or standing.

• To take ownership of customer enquiries and to resolve routine and complex enquiries for council services on a drop in or appointment basis.

• To deal with non-Council enquiries within agreed guidelines.

• To provide a service at any of the Council’s Community Hubs, as appropriate, according to a weekly rota. To be prepared to change location as necessary throughout the working week, according to the needs of the service.

• To be aware of Council services and related community services and to advise or direct customer enquiries appropriately.

• To be aware of and liaise with supervisors/managers about customer numbers and waiting times.

• To assist customers in use of an appointment, queue management and other self-service systems.

• To keep leaflet racks, displays and relevant displays up to date and tidy, as directed by supervisors.

• To undertake and complete administrative duties as required.

• To assist management by demonstrating one stop centre functions during official visits

• To be able to recognise and act sensitively in cases of potential risk or high priority.

• To be aware of and adhere to the principles of service standards in all aspects of customer contact and to consistently strive to achieve good customer satisfaction.

• To keep up to date with relevant service developments.

• To contribute actively to the development and promotion of customer services.

• To ensure effective and efficient input into recording systems and to assist in the development and promotion of new and existing Information Technology systems.

• To work flexibly to meet the needs of customers and the ongoing development of the service.

• To be prepared to provide cover at other community hubs according to the needs of the service.

• To maintain a polite and professional manner if difficult or abusive situations arise.

• Flexible and adaptable to change to assist other services as required commensurate to grade.

• Participate in appraisal, training, and development activities as necessary to ensure up to date knowledge and skills.

• Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes.

• Work collaboratively with colleagues, knowing when to seek help and advice.

• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.

• Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person

• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.

• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.

The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.

Skills required

• Able to work flexibly across different work locations and areas as appropriate.
• Totally committed to customer care and meeting the needs of the customer.
• Ability to deal efficiently, effectively, and confidently with a wide range of enquiries within given timescales.
• Ability to work to customer care standards.
• To maintain complete confidentiality and to comply with Data Protection and all other relevant legislation.
• To be able to communicate clearly and concisely both verbally and in writing with customers and internal & external partners/organisations.
• Ability to communicate effectively with a wide variety of people in a polite and tactful manner.
• Ability to take ownership of customer enquiries, to resolve basic enquiries and to refer customers to the correct contact point in more complex cases.
• Ability to take full ownership and resolve enquiries without assistance when needed.
• Ability to work in partnership with other departments and agencies to maintain and improve service delivery.
• Ability to demonstrate the work of the One Stop Centre to visitors and new starters.
• Good negotiating and trouble shooting skills.
• Good literacy and numeracy skills.

Knowledge required

• An awareness of local government issues.
• To be computer literate.
• Ability to learn a variety of new IT packages and skills

Behavioural and other Characteristics required

• Committed to continuous improvement.
• Willingness to actively participate in training and development activities to ensure up to date knowledge, skills, and continuous professional development
• Able to effectively promote and market the service.
• Able to demonstrate an understanding of and a belief in the Council’s Community Hub Agenda
• Understand and embrace
  Leeds City Council Values and Behaviours
  and codes of conduct
• Committed to continuous improvement in all areas and work towards delivering the
  Best City Ambition
  of Health & Wellbeing, Inclusive Growth and Zero Carbon
• Able to understand and observe Leeds City Council policies and procedures.
• Carry out all duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
• Willingness to actively participate in appraisal, training and development activities to ensure up, to date knowledge and skills.
• Flexible and adaptable to change to assist other services as required commensurate to grade.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
• The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.

Desirable requirements Candidates are not required to meet all the following desirable requirements however these may be used to distinguish between candidates.

• Experience in dealing with members of the public in a face to face environment is desirable but not essential
• Experience of using a Customer Relationship Management system is desirable but not essential.

Knowledge required

• Customer Services NVQ Level 2/3 is desirable but not essential.