Job Family: Customer Service Job Zone: Two Level: Two Customer Services Officer

Customer Services Officer Role Purpose: Customer Services Officer

Represent the Council by providing the first point of contact with customers, providing advice and applying sound judgement in assessing their needs across all service areas and resolving their query directly or referring them where a detailed consultation is required.

Example outcomes or objectives that this role will deliver: Customer Services Officer

• Has a high level of customer services experience
• Is multi-skilled and has good/ excellent knowledge of the majority of services within their core group e.g. people, place and business ? Is able to deliver high quality services across a number of core service areas
• Is able to work seamlessly across a number of customer service access channels, telephony, face to face, processing, correspondence and web
• Is able to move across services and channels to respond proactively to changes in customer demand
• Is able to make high quality decisions on the frontline to ensure that enquires are resolved at the first point of contact
• Is able to manage complex cases and case-work with high skill level
• Is able to contribute to service improvements through ideas and participating in projects as required
• Is able to provide support to entry level and other experienced CSOs

Maintain awareness of service changes and developments across the Council

Adjusting to a changing work environment

Familiar with at least 2/4 service clusters and the customer access processes and systems they employ

Understanding of key aspects of integrated service delivery and links between front line and professional service areas

Desirable general understanding of relevant public service mandates e.g. customer focus, personalisation, safeguarding etc