Senior Customer Support Officer

Buckinghamshire Council has a new opportunity in the Southern Waste Team for 1 x Senior Customer Support Officer.

This role will be helping us provide a consistent high-quality service in a proactive, responsive and customer-focused way. The service covers the former districts of Chiltern, South Bucks and Wycombe (southern Buckinghamshire). The Sr Customer Support Officer will support with customer queries, formal complaints, data management and interrogation within the Southern Waste Team in Buckinghamshire Council. Customer Resolution and Data Management activities will ultimately support the Waste Collection and Street Cleansing contract, promotions and communications activities for the Southern Buckinghamshire waste service area.

About us

Buckinghamshire Council is a relatively new organisation that combines the strengths and expertise of the previous five councils in the county to create positive change for local people, communities, and businesses. We are firmly focused on the future and have made a clear commitment to serve residents better and to provide stronger representation for Buckinghamshire, both locally and nationally.

About the role

The role is responsible for delivering day to day business support services, handling of formal complaints, information management and data analysis for the Southern Waste Team. The role holder will organise information and provide business support within the Southern Waste Team including processing service requests which arrive through CRM and formal complaints received via the inboxes. This will include interrogating third party websites, working with stakeholders and processing financial transactions to achieve a good customer service. The purpose of this role is to deliver a high-quality customer casework service relating to telephony and other channels of customer contact, aiming to provide an efficient and accurate service. Working in a fast paced and performance driven environment the role holder is required to provide support across the Southern Waste Team and be flexible and adaptive to changing situations.

In our fast-moving environment you will share our passion for delivering an outstanding service, whilst your flair for communication matched by your ability to persuade and influence will drive performance. As a Sr Customer Support Officer you can utilise your skills and knowledge to engage with internal stakeholders and external contractors to support the right outcome for our customers.

Any-Desk:

As an ‘any-desk’ worker, you’ll need to be connected to our network to access digital folders and resources, but this can either be from home or an office location when required. You will be required to work from the office a couple of times a week, depending on your role and team requirements.

About you

Buckinghamshire Council Offers excellent training and further development opportunities.

Key Accountabilities

• Support management of a fast-paced, and strategic Waste Management area
• Support leadership and management of a Platinum Plus waste contract.
• You will have significant experience in a Customer Resolution role.

For full details please see the attached job summary.

Other information

Number of positions available: 1

Interview-type / process: In person at Wycombe Offices.

Candidates may be asked to complete an Occupational Personality Questionnaire.

This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

• All unspent cautions and/or unspent convictions

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

Our values and culture

We have a set of values, which our employees have chosen, that represent what we are – Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

• a fair and inclusive culture
• the chance to really make a difference to those around you
• health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
• a unified voice through our Employee Representative Group
• ongoing support, and the opportunity to develop and progress in your career with us
• opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that’s why we’re working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it’s important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and commitments.

We believe our workforce should reflect the diverse communities we service in Buckinghamshire, and are looking for like-minded individuals to join us in promoting equality, fairness, and inclusion for everyone.

About the Business Unit

Our Communities directorate works across the county to deliver a number of the key customer-facing services that our residents, businesses and visitors rely on every day.

This directorate includes a wide range of services, including:

• collecting and disposing of waste and recycling
• maintaining our roads and Rights of Way network and parking
• ensuring the delivery of school transport, and supporting sustainable travel including public bus services and School Crossing Patrollers
• managing Country Parks
• leisure facilities, museums, theatres and libraries, as well as developing our Cultural Strategy
• licensing, cemeteries and crematoria

The customer is central to how we develop and deliver all of these services, which help promote our rich and vibrant culture and special environment.

We are looking for enthusiastic, ambitious and committed individuals to join our team and help us to continue to make Buckinghamshire a great place to live, work and visit. This is an exciting time for us as we bring together the services previously run by five separate councils before Buckinghamshire Council was created. Whilst making major changes to contracts affecting residents across Bucks, we continue to focus on delivering great customer service. You will join us on our journey of continuous improvement - whether that’s through developing strategies and ways of working or delivering services on the ground, every person in Communities is a valued member of the team.

We recognise and reward you

Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. We actively encourage a good work-life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. We also offer a salary sacrifice personal car lease scheme to those who are eligible and have passed their probation period. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.