Senior Customer Service Officer (Scale 5)
Enfield Council
Role
Who You Are
As a Senior Customer Services Officer, you possess excellent communication skills, both spoken and written, and are able to converse fluently in English. You have experience in a customer-facing role, preferably in a call center or local government setting. You can deal with challenging calls and complex enquiries with a positive attitude, and are committed to promoting the Council's core values and Customer Services Standards.
What the job involves
The role requires deputizing for the Team Manager and providing support across various service channels like telephony, webchat, and online support. Responsibilities include delivering high-quality customer service, resolving issues efficiently, and acting as a Digital Champion for promoting the Council's digital platforms. You will also handle escalated calls and enquiries, assist with formal complaints, and support initiatives for business continuity and customer feedback improvement.
Skills
- Excellent spoken and written English
- Customer service expertise
- Complaint handling
- Mentoring and coaching ability
- Attention to detail
- Teamwork and collaboration
- Project work experience