Customer Service Officer

• Job Type: Temporary, Full-time (Hybrid)
• Working Hours: Shift patterns between 8am and 8pm, Monday to Friday
• Location: Manchester, M15 5BA
• Duration: Until 31/03/2027
• Pay: £ 14.47 per hour PAYE
• Standard DBS Required

Manchester City Council are seeking a resilient and customer-focused individual to join our dedicated team as a Customer Service Officer in the Children and Families, Social Care Contact Centre. This role is crucial in delivering excellent customer service and support to the citizens of Manchester, particularly in the Directorates for Children’s and Families and Adult Social Care.

Day-to-day of the role:

• Act as the first point of contact for Manchester’s citizens and partner agencies, assessing customer needs and resolving enquiries at the first point of contact where appropriate, via both written and telephone communications.
• Process payments and handle enquiries for citizens purchasing support packages from the City Council.
• Provide early help advice and referrals to Social Work Teams, supporting individuals with mental health challenges, older people, homelessness, carers, children and new-born babies, learning disabilities, and TEC Enabled Care (TEC).
• Utilize a strength-based approach to support early help offers and promote independence among citizens.
• Maintain a high level of expertise on service-specific legislation, delivery activities, and associated policies and procedures to provide quality advice.
• Manage complex queries proactively, ensuring all issues are dealt with effectively and followed up where appropriate.
• Detect and reduce fraud to protect the interests of the organisation.
• Update and extract information from corporate and other data systems, ensuring the accuracy and confidentiality of information produced.
• Facilitate customer feedback, assist in identifying solutions to resolve issues, and improve service delivery.

Required Skills & Qualifications:

• Strong commitment to delivering excellent customer service.
• Ability to work independently and as part of a team.
• Willingness to undergo training and develop expertise in specific areas of social care.
• Good communication skills and the ability to manage complex customer interactions.
• Experience in handling sensitive information and maintaining confidentiality.
• Proficiency in using corporate data systems is preferred.

If you are interested in this role, please apply using your latest CV!