Customer Service Officer

Customer Service Officer

• Job Type: Temporary, Full-time (Hybrid)
• Location: Manchester, M15 5BA
• Duration: 9 months
• Pay: £14.02 per hour
• Working Hours: Rota System between 8am - 8pm (7.5hrs fixed per day)

Join the Customer Services Organisation at Manchester City Council as a Customer Service Officer. This role is pivotal in providing first contact support and advice to Manchester residents, ensuring high-quality service delivery and customer satisfaction.

Day-to-day of the role:

• Serve as the first point of contact for residents and customers, assessing their needs and resolving enquiries at the first point of contact where possible.
• Advise customers and visitors on the most appropriate actions, liaising with other service areas and agencies, and arranging necessary assistance.
• Process customer requests and assist with completing forms/applications according to service procedures.
• Utilise and update information on IT systems, ensuring data accuracy and adherence to policies.
• Validate documents to detect and reduce fraud, following relevant guidelines.
• Stay updated with council policies, legislation, and procedures to provide accurate advice.
• Process payments accurately in line with financial regulations.
• Capture data effectively to support the council in achieving performance targets.
• Identify and escalate potential risks associated with customer interactions.
• Use various software packages and systems to handle customer enquiries.
• Facilitate customer feedback and contribute to service improvement initiatives.
• Collaborate with stakeholders to enhance customer service delivery across the council.
• Commit to continuous self-development and service improvement.

Required Skills & Qualifications:

• Strong teamwork and customer service orientation.
• Excellent interpersonal and communication skills.
• Analytical skills with the ability to identify information needs.
• Proficient in planning, organising, and prioritising workloads.
• Competent in using ICT and administrative systems.
• Effective problem-solving and decision-making abilities.
• Knowledge of financial management and data interpretation.

Please note: This role requires a DBS Check.

If you are interested in this position, please apply using your latest CV!