Customer Service Officer

Make a real difference to people's lives

For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.

We’re looking for a compassionate, motivated and customer-focused Customer Service Officer to join our Contact Centre team.

You’ll be the first point of contact for customers across phone, email and online channels, providing professional, empathetic and effective support. You’ll help customers find the right solutions while delivering a positive experience.

What You’ll Do

• Respond to customer enquiries, requests and concerns across phone and digital channels
• Listen carefully, understand individual circumstances and provide appropriate support
• Resolve enquiries at the first point of contact wherever possible
• Provide accurate information about services, policies and procedures
• Use your judgement and problem-solving skills to find the right outcome
• Maintain accurate and up-to-date customer records
• Work with colleagues across the organisation to provide a coordinated service
• Capture customer feedback and help identify opportunities to improve our services
• Take responsibility for your own development and respond positively to coaching and feedback

What You’ll Need

• A genuine commitment to providing excellent customer service
• Strong communication, listening and interpersonal skills
• Empathy, emotional intelligence and a respectful approach
• Good problem-solving and decision-making skills
• Strong attention to detail and organisational skills
• The ability to remain calm and professional when handling challenging situations
• A positive, flexible and resilient approach
• The ability to work effectively as part of a team
• A willingness to learn and develop

Previous contact centre experience is not essential. We welcome applications from people with transferable skills from customer-facing and people-focused environments.

What We Offer

• £26,000 per annum (full-time)
• Permanent employment
• Full-time and part-time opportunities
• Hybrid working with home working
• Annual leave plus bank holidays
• Defined contribution pension scheme
• Flexible working
• Confidential Employee Assistance Programme
• Performance-related bonus scheme
• Supportive coaching and development
• The opportunity to make a real difference through social purpose

Shortlisted candidates will be invited to attend an assessment centre for the position which will be conducted in our Brindley Place office on Friday 16th October.

If you’re passionate about helping people and delivering excellent customer service, we’d love to hear from you.

Please note: Successful candidates will be required to complete a DBS check