Customer Service Officer (L2Z1)

Who You Are

You excel at problem resolution, consistently using plain language to address citizen queries and collaborate across departments for effective signposting and escalation. Your professional curiosity drives you to ensure connections to the right help and support. You are adept in providing precise and helpful information, maintaining up-to-date knowledge of campaigns and policies. Your judgment ensures confidentiality and discretion within your autonomy. With robust digital skills, you leverage Microsoft software for problem-solving while adhering to safe and legal online communication standards. You manage time effectively, align with Quality Frameworks, and adapt flexibly. Navigating difficult conversations with patience, you proficiently influence and negotiate challenges, and communicate skillfully with diverse audiences. Maintaining meticulous records, you update CRM systems, reflecting accurate citizen interactions and preferences.

What the Job Involves

As a Customer Relationship Officer, you will work within a team to handle incoming calls via the main switchboard and exception payment lines. Your tasks involve assessing caller needs effectively, transferring them accurately, and taking payments when required, while ensuring compliance with Payment Card Industry Standards. You're required to use internal systems for up-to-date service information, handle routine inquiries or escalate as needed, and maintain professional communication throughout. Your role includes logging call details precisely in handling systems. Supporting the wider contact center activities, you contribute to call triage and information provision while working towards enhanced citizen satisfaction through solution-focused feedback gathering.

Skills

• Problem resolution
• Professional curiosity
• Customer/Citizen support and assistance
• Service Navigation
• Judgment and discretion
• Digital proficiency (Microsoft software)
• Time management skills
• Handling difficult conversations
• Effective communication
• CRM record-keeping and documentation