As a Service Support Officer, you will be the first point of contact for our customers and service areas. Your role is vital in ensuring that we deliver excellent customer service consistently. In this fast-paced position, you will handle customer queries, signpost them to the appropriate services, and ensure that all service requests are managed efficiently.

Join Southampton City Council as a Service Support Officer

Organisation Overview

Southampton City Council is committed as Support Officer to enhancing customer experience and providing exceptional service. We are looking for enthusiastic individuals to join our Customer Experience team as Service Support Officers. If you’re passionate about delivering excellent customer service and enjoy working in a dynamic environment, this could be the perfect opportunity for you!

Job Details

• Location: Civic Centre, Southampton
• Contract Length: Permanent and Fixed Term (12 months)
• Work Hours: Full time – 37 hours per week
• Salary: £25,583 – £27,332 per annum
• Closing Date: 12/11/2024
• Job Reference: 15275

Role Overview

As a Service Support Officer, you will be the first point of contact for our customers and service areas. Your role is vital in ensuring that we deliver excellent customer service consistently. In this fast-paced position, you will handle customer queries, signpost them to the appropriate services, and ensure that all service requests are managed efficiently.

REMOTE JOBS

Responsibilities

In your role as a Service Support Officer, you will:

• Communicate effectively with customers across multiple channels, including telephone, email, and in-person.
• Resolve queries promptly, ensuring a positive customer experience.
• Take ownership of service requests and follow through to resolution.
• Work collaboratively with other team members to maintain a high-quality service.
• Promote our digital channels to enhance customer engagement.
• Use customer feedback to identify areas for improvement in service delivery.

About the Team

Our team of Service Support Officers works together to maintain a high standard of customer service. We understand the importance of attention to detail and empathy in our interactions. Listening to our customers and placing them at the heart of everything we do is crucial. As a Service Support Officer, you will have the opportunity to make a significant difference in the lives of residents in Southampton.

We are committed to continuous improvement and strive to make our customer journeys easy, effective, and convenient. Once fully trained, you will benefit from flexible working arrangements, allowing for a balanced work-life dynamic.

What We Offer

At Southampton City Council, we value our employees and provide various benefits, including:

• A generous local government pension scheme.
• Hybrid working arrangements (depending on the role).
• 25 days of annual leave (pro-rata), plus bank holidays.
• Access to online benefits, including salary sacrifice schemes and discounts.
• Excellent local transport links for easy commuting.
• An employee assistance programme offering health, wellbeing, and support.

About You

To thrive as a Service Support Officer, you should possess the following skills:

• Excellent Customer Service Skills: You should be passionate about helping people and committed to providing outstanding service.
• Effective Communication: Confidence in communicating through multiple channels (telephone, email, and letter) is essential.
• Quick Learner: Being able to adapt quickly and become competent with IT systems is crucial for success.
• Organizational Skills: Strong time management and organizational abilities will help you handle the diverse range of customer queries.

Vacant Positions

• Support Officer