Customer Services Officer, Barnsley

Working on behalf of a Local Authority, Aatom Recruitment has an excellent opportunity for a Customer Services Officer on a 2 months contract with a possibility of an extension. Main purpose of post To deliver a high quality, efficient and effective customer focused service, whilst adopting a digital first approach. Responsibilities Respond to customer enquiries (some of which may be upsetting) received through multiple access channels including, telephony, face to face, e-mail, web chat and social media, in accordance with the Council's Digital First principles, standards of professional conduct and taking into account any safeguarding issues. To analyse and interpret information given by the customer accurately, and make appropriate decisions from a range of options. To be aware of and abide by key areas of legislation and maintain awareness of policies and procedures which impact on how the service is delivered. Liaise with internal and external stakeholders including managers, employees, Elected Members and members of the public, ensuring information and communication links are maintained. To take a one Council approach, listening carefully, speaking positively and ensuring the customer receives an efficient, friendly, courteous and helpful experience. To handle complaints and difficult or aggressive customers in a calm and professional manner, ensuring a customer focussed service, demonstrating initiative, diplomacy and resilience in a demanding environment. Undertake duties whilst dealing with interruptions, queries and conflicting demands arising from customer queries and requests, ensuring key performance indicators are achieved. Promote, support and encourage customer independence through the use of self-service channels e.g. via the internet. Work to accelerate and positively build the reputation and perception of the Council's self-service options to maximise channel shift to digital options; resulting in these being the Council's primary access channel Undertake general financial administration e.g. processing requests for service and taking payments. Support, assess and process applications in line with guidelines, before making an informed decision on eligibility To work in a helpful and approachable manner as a member of the team to ensure overall performance targets are met and colleagues supported in their training and development. To make a positive contribution to team plans, and respect commitment to team decisions. To work closely with key stakeholders and Managers to deliver service improvements and deliver efficiencies throughout the Council Input, check and maintain electronic data and files across a range of systems, ensuring information is accurately and appropriately stored.Skills/Qualifications Experience of working with members of the public Experience of communicating utilising a range of access channels and electronically recording information Experience of providing advice, support and guidance Experience of working with confidential information Experience of working as part of a team and individually Good communication, negotiation and interpersonal skills, demonstrating excellent listening skills, with the ability to deal with a variety of internal and external stakeholders, with the ability to communicate effectively with the public using a suitable level of fluency in spoken English, in line with the English Language requirement for public sector workers. Ability to transcribe information clearly and accurately using appropriate technology, including effective keyboard skills. Ability to identify and propose solutions to problems, demonstrating good analytical skills with attention to detail and the ability to report findings Ability to organise and prioritise conflicting workloads to meet strict deadlines. Ability to work flexibly as part of a team, using own initiative for minor decisions in the absence of a Team Leader Ability to follow operational procedures and deliver support on a range of digital options Ability to work in a constantly changing environment, actively transferring customers to self-service channels Ability to work under pressure, maintaining a calm, polite and professional manner, using tact and diplomacy with a diverse range of people in sensitive situations. To get more information about this role and how to apply please contact Aamina (phone number removed)