Customer Service Officer - #2147257

About Southwark: Customer Service Officer

Southwark is a large, ambitious and progressive council with a ‘can do’ attitude and enviable reputation. As a Council, we are successful, passionate and forward thinking. We are committed to our ‘Fairer Futures for All’ promise, which ensures that our residents and businesses are central to everything we do. If you want to make a difference at a local level, apply to Southwark Council today.

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.

• Housing and Environment – Day team – Monday to Friday 0800-2000
• Housing and Environment (emergencies) OOH team Monday to Friday 1700-0900, weekends and bank holidays.
• SMART Customer Service Team and Telecare Support and Response Team - 24 hours, 365 days a year.

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.

Customer Service Officer must be able to work between the hours of 8:00am to 8:00pm for in hours. Contracted hours are 36 hours per week. Customer Service Officer