Customer Service Officer LBS-006

Who You Are

Ideally, you will have considerable experience in a similar customer experience role and display strong communication and people skills. Most importantly, will be your flexible and collaborative approach and your willingness to address challenges. You must understand and be committed to the principles of equality, diversity and inclusion; and be ready to champion Southwark cultural values and behaviours. You will need to be resilient, emotionally sensitive and demonstrate a heightened level of tolerance when engaging with our residents and colleagues. You must have a passion for customer services improvement and be committed to continuous service improvement. You must be able to work between the hours of 8:00am to 8:00pm for in hours. Contracted hours are 36 hours per week.

What the job involves

The service is made up of three main work streams, and is responsible for dealing with initial customer contact, via its telephony platform, on behalf of back office and technical business areas. Officers will attempt a triage with a view to resolving customer queries or connecting them to specialist teams, depending on the complexity of each case. The role involves working in the Housing and Environment Day team from Monday to Friday, 0800-2000, and the Housing and Environment (emergencies) OOH team from Monday to Friday, 1700-0900, weekends and bank holidays. Additionally, you will be part of the SMART Customer Service Team and Telecare Support and Response Team, which operates 24 hours, 365 days a year.

Skills

• Customer experience
• Communication
• People skills
• Flexibility and collaboration
• Equality, diversity and inclusion
• Resilience
• Emotional sensitivity
• Service improvement