Senior Customer Service Officer (Scale 5)
Enfield Council
Role
Who You Are
We are looking for a Senior Customer Service Advisor with experience in a fast-paced office environment, dealing with complex and challenging calls. Experience in customer contact or call center roles is essential. The candidate should promote a positive attitude and be comfortable handling inquiries related to homelessness, temporary accommodation, repairs, and rent.
What the job involves
The role involves providing high standards of customer service across telephony and webchat channels. Responsibilities include acting as a Digital Champion, representing the Council at the first point of contact, and participating in low-level project work and UAT testing. The job requires dealing with escalated calls, investigating complaints, and providing cover across all customer service areas. The candidate will also be involved in mentoring newly hired Senior Customer Services Officers, offering operational advice, and taking ownership of customer feedback processes.
Skills
- Excellent verbal and written communication skills in English
- Ability to mentor and provide feedback
- Experience in a customer service contact center environment
- Problem-solving and decision-making skills
- Ability to manage and escalate calls effectively