Customer Service Officer

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

Join Manchester City Council as a Customer Service Officer to support their Revenues and Benefits team and the Crisis Resilience Fund. You will play a crucial role in delivering high-quality service to the community. This position requires a proactive and knowledgeable individual who can effectively manage customer interactions, process requests, and maintain accurate records in accordance with council policies.

Day-to-day of the role:

• Determine the needs of customers and visitors, providing appropriate advice and assistance, and liaising with other service areas and agencies as necessary.
• Assist customers in completing forms and applications in line with service processes and procedures.
• Utilise and share service knowledge to ensure efficient and effective customer service delivery across the council.
• Update and extract information from IT systems, completing relevant documentation following agreed policies and procedures.
• Validate documents according to guidelines, actively seeking to detect and reduce fraud.
• Process customer payments accurately in line with financial regulations.
• Capture data and information using relevant systems to help achieve local and national performance targets.
• Identify potential risks to customers accessing the Customer Service team and escalate issues through the agreed channels.
• Use a variety of software packages and systems to handle customer enquiries.
• Facilitate customer feedback and assist in identifying solutions to improve service delivery.
• Work collaboratively with stakeholders to enhance customer service delivery.

Required Skills & Qualifications:

• This role requires a Standard DBS.
• Strong understanding of council policies, relevant legislation, and procedures to provide accurate advice.
• Experience in customer service, particularly in a public sector or council environment.
• Proficiency in using IT systems and various software packages.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Commitment to continuous self-development and service improvement.
• Dedication to promoting diversity and ensuring equal access and treatment in employment and service delivery.

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