Senior Customer Service Officer (Scale 5)
Enfield Council
Role
Who You Are
A Senior Customer Service Advisor with experience in customer contact or a call center environment, comfortable handling challenging calls and complex inquiries. You should possess a positive attitude and be prepared to work in a fast-paced office.
What the Job Involves
The role involves handling calls regarding homelessness, temporary accommodation inquiries, repairs, and rent. You will deputize for the Team Manager and provide cover and resilience across the service. The position requires you to act as a Digital Champion, promoting the digital platform and providing training to customers and colleagues. As a subject matter expert, you will handle escalated calls, resolve formal complaints, and support newly employed officers. The role requires flexibility and attendance at the office at least two days a week, with additional days for training, and participation in a two-week training course.
Skills
- Excellent verbal and written English communication
- Customer service expertise
- Experience with telephony and webchat channels
- Coaching and mentoring abilities
- Problem-solving and decision-making
- Ability to manage challenging conversations