Customer Services Officer
| Posting date: | 11 April 2024 |
|---|---|
| Hours: | Part time |
| Closing date: | 11 May 2024 |
| Location: | Portsmouth, PO1 2AL |
| Company: | Portsmouth City Council |
| Job type: | Permanent |
| Job reference: | 3250 |
Summary
Salary: Band 5, £24,362 to £26,073 FTE, £19,752 to £21,140 per annum pro-rata actual salary for 30 hours per week
Contract: One permanent contract, one fixed-term contract to 31 March 2025
Hours: Part Time (30 hours per week), 9.00am to 3.00pm Monday to Friday, may include working weekends and out of core hours with notice.
Location: City Helpdesk, Civic Offices, Portsmouth
Closing date: Sunday 28 April 2024, 23:59
Interviews week commencing Tuesday 7 May 2024
Why come to live and work in Portsmouth?
Portsmouth is a great waterfront city and a vibrant place to live and work. It is an island city with an “inner city” feel, a seaside location packed with attractions and events, and the advantage of fantastic countryside on its doorstep. With fast road and rail links to London, Brighton and major airports, and ferry links to Europe, it is the perfect place to live and work. Portsmouth has a strong history of partnership working and has successfully integrated several local services.
The Service:
The City Helpdesk (CHD) provide the council's customer contact centre for many of the council's services. We are the first point of contact for many of the residents of Portsmouth and visitors to our city.
The Role:
You will initially start your career with us on the telephone with elements of written customer correspondence. Based on business need, you will then move onto reception and further written correspondence including social media opportunities available. You will own and resolve issues and be part of leading the delivery of customer service excellence. If you want to make the city a better place for our residents and visitors and enjoy delivering excellent customer service, then this is the role for you.
Please read the job profile for the full details of this role.
What you'll need to succeed:
You have a passion for quality customer service and people-focused delivery that is clear and accurate. You have experience and confidence in dealing with customer enquiries on the telephone, by email and face to face, ensuring you are inclusive throughout all interactions. You have experience of successfully engaging with difficult and challenging situations, and an excellent standard of spoken and written English. You have a flexible approach, and can listen while showing empathy and respect. You have a commitment to collaboration and teamwork, are innovative, and have the initiative, confidence and integrity to escalate issues to management when appropriate.
Please read the job profile for the full details of this role.
You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it.
What you'll get in return:
We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:
- Generous annual leave (27 days per year rising to 31, pro rata for part time hours) with the potential to purchase additional leave.
- A fantastic pension which allows you the opportunity to pay in more for that greater return.
- Opportunities for hybrid/home working up to three days per week after completion of probation
- Access to a wide range of training and development opportunities including apprenticeships.
- Extensive wellbeing support through the Employee Assistance Programme
- Discount on travel, travel loans and the bike loan scheme
- Discounts on a wide range of goods and services – access a range of discounts and offers from thousands of restaurants, shops and more.
Staff rewards: https://careers.portsmouth.gov.uk/working-for-the-council/
Additional Information:
The full job profile is attached here.
Contact Details for an Informal Discussion:
Christine Thomas, Corporate Customer Service Manager, christine.thomas@portsmouthcc.gov.uk, 023 92 841 456
A commitment to our values:
We are committed to our values of respect, integrity, collaboration, inclusivity and being people-focussed. These values set out how we can contribute to the success of the council and our own success as individuals. Learn more about our values and behaviours.
Application process:
We are a disability confident employer - committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.
Remember to demonstrate why you are suitable against each of the points described in the 'Who is the Person' points on the Job Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had.
Please ensure you provide your full education history from secondary school, include name/address of establishment, details of relevant qualifications & awarding body.
Please explain any gaps.
You may wish to attach an additional letter or document to supplement your application.
We will email applicants from time to time; please ensure you check e-mail folders as sometimes our e-mails may go into spam/junk folders.
We look forward to speaking with you soon.
Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk.