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Job Details

This vacancy has expired and is for reference only

Contact Centre Information / Customer Service Officer- Kingston Upon Thames

  • Reference: SCC/17/33502
  • Published on: Thu 04/05/2017 15:50 PM
  • Closing on: Fri 19/05/2017 23:55 PM
  • Working Pattern: Full Time, Temporary
  • Hours: 36 hours per week.
  • Salary: £21,475 per annum
  • DBS Check: No
  • Location: Kingston upon Thames, Surrey
Surrey County Council logo

£21,475 per annum for 36 hours per week (this equates to £1,789.58 per month)

Monday – Friday based out of County Hall, Penrhyn Road, Kingston Upon Thames, Surrey KT1 2DN.

This is a 3 month fixed contract (with possibility to extend).

Flexible working supported where possible, laptop and mobile supplied. 24 days annual leave, local government salary-related pension offered, discounted child care vouchers as well as the option to join the car lease scheme. For more information, please visit MyBenefits for Surrey County Council staff.

About the Role

This is an exciting opportunity to join Surrey’s award winning Contact Centre team.

Established in 1999, the Contact Centre is the front door to the main services provided by Surrey County Council (SCC) and is responsible for handling the vast majority of the organisation’s initial contacts, thereby making it easier for customers to contact SCC and have their enquiry efficiently resolved.

We are the central point of information for the residents of Surrey so you’ll answer a wide and interesting range of enquiries by telephone, email and social media. You will be providing information and mediating access to on-line services. Our aim is to resolve the majority of enquiries at first point of contact.

SCC’s Contact Centre has an excellent reputation across the Customer Services community, working closely with the Web Operations Team to ensure that full information is provided on the Councils website. Customers recently rated 94% of the service provided by the Contact Centre as “good” or “very good”.

It is a complex, busy operation requiring fast reaction to changes in customer contact and service requirements. This makes it a fairly pressurised environment in which to operate, with Information Officers empowered to make decisions wherever possible while communicating with customers. The post holder will be expected to proactively contribute enthusiasm and ideas to improve the quality of the service provided.

We are looking for individuals with a real passion for customer service who will enjoy supporting our customers all day every day. As the public voice of the Council you will have an extremely important role to play which demands a positive and proactive attitude. You will need to be a good listener, thinking quickly and teasing out issues. The Contact Centre uses various IT systems so you will need to be confident and competent in this area. You will also need excellent spoken and written English together with the ability to provide prompt, efficient and sensitive responses to people from a diverse background.

You will be working as part of a well-supported team. The Contact Centre training team will take you through a 3 week training programme and you will be given the tools to work independently to allow you to deliver excellent service to our customers and to resolve a wide range of enquiries.

To be shortlisted to interview your CV and personal statement will clearly evidence:

  • Experience of providing high levels of customer care and professionalism to members of the public
  • Good IT skills and to use databases to a high standard of accuracy
  • Ability to work effectively and flexibly and as part of a team
  • Effective written and oral communication and interpersonal skills
  • Ability to travel to Kingston Upon Thames
Contact Details

For an informal discussion about this role, please contact Michelle Marshall, Contact Centre Training Manager on 020 8541 9669

Additional Information

The job advert closes at 23:59 on 19th May 2017.

Interviews will take place W/C 22nd May 2017.

Please note, if access to the GCSX (PSN) network is required for this role, a Basic Disclosure (DBS check) will be required to meet the Government Baseline Personnel Security Standards.

Equal Opportunities

Surrey County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.

How to apply

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