Customer Service and Business Support Officer

Job title – Customer Service and Business Support Officer - Complaints
Location – London E17
Contract – Temp Ongoing
Hours – Full Time

The Role Summary
Our client is seeking a three temporary Customer Service and Business Support Officer to support a backlog project in the Complaints Team.

The successful candidate will be responsible for providing a high standard of service to all customers that is courteous, approachable, and helpful.

This will involve receiving and handling enquiries over multiple channels and ensuring that relevant, accurate, understandable, and timely information is provided at all times.

The successful candidate will also be responsible for resolving product or service problems, taking a proactive approach to problem solving, and providing guidance to prevent future issues from occurring.
Your key duties within the role will include:

Provide commercially focused customer service where appropriate, ensuring customers are aware of paid services which may benefit them.
Support communication to customers about how to access services, service changes, and new initiatives.
Prepare service areas for both open and close, including unlocking buildings as appropriate.
Work with colleagues and team leaders to identify areas for improvement, ensuring the support offer remains appropriate for all service users.
Build sustainable relationships of trust through open and interactive communication.
Take a continuously curious approach to services delivered, always seeking to identify, suggest and implement enhancements and improvements.
Liaise with key stakeholders and make use of feedback received and shared.
Organise and maintain records and documents using the appropriate council process/system.
Develop appropriate skills for various systems, taking responsibility for self-development and participating in training and development.
Monitor, measure and report on performance and service issues.
Utilise system information to ensure work is delivered and prioritised in order.
Process expenditure requests, invoices and other financial documents, handle payments and expenses claims and other financial administration as necessary.
Carry out all duties and responsibilities with reasonable care for the health and safety of self and others and report any potential hazards or unsafe practices to line manager.

Key requirements

Experience of having worked in a fast-paced, customer-focused environment.
Good knowledge and application of IT systems and software packages.
Ability to work with minimum supervision, using problem-solving skills and initiative to provide a customer-focused service.
Excellent levels of literacy and numeracy.
Ability to work flexibly, balancing competing priorities and meeting deadlines whilst understanding the needs, timescales, and deadlines of others.
High level of professionalism, care, and integrity, ensuring a positive image of the organisation is promoted at all times.
Strong time management skills.
High level of flexibility, a positive attitude and ability to adapt to changes.
Highly organised with the ability to multi-task and be flexible to respond to service delivery requirements.


If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to lewis.hodson@servicecare.org.uk