Customer Contact Officer

Full Time and Part Time / Up to 37 hours Per Week / Permanent

Play a key role in providing high-quality customer service to members of the public.

Our highly professional and customer-focussed officers take pride in delivering an efficient and effective telephone service. As an ambassador for Leicester City Council, you’ll join a vibrant, fast-paced and enthusiastic team where no day is the same. You’ll have the opportunity to gain an understanding about the vast range of services we provide to people living in the city and make a difference.

We have full-time and part-time vacancies so we may be able to offer hours that suit your needs. Hours of work are from Monday to Friday between the hours of 7.45am and 6.00pm on a rota basis. You’ll be based at the Customer Contact Centre at York House in the city centre.

What you’ll be doing

Day to day, you'll respond to queries either via telephone or through web chat, providing a swift and positive customer experience. Being on the front line, you'll advise and assist with service requests from members of the public as well as present new ideas and propose resolutions to customers. Through an understanding of how we work, you'll be able to explain complex details in a clear way that meets the needs of every customer.

What you’ll need

Having a good level of communication skills, you'll thrive within this customer focussed environment. Your ability to work under pressure will play an integral part in this role. With an understanding of the importance of customer care and your previous experience working in a busy call centre, you'll create a positive customer experience whilst dealing with members of the public in an environment that can sometimes be challenging.

What we can offer you

As well as the satisfaction of helping to improve thousands of lives across Leicester, you can look forward to a work environment that encourages a healthy work/life balance. You’ll enjoy generous annual leave, membership of the Local Government Pension Scheme and the option of flexible working. We’ll also give you the chance to develop your skills and expertise with a variety of training and development opportunities. In addition, you can choose from several flexible benefits, including discounts on city buses and trains. For an illustrative value of your benefits package, take a look at our benefits calculator.

Join us

We’re committed to recruiting a diverse and highly-talented workforce as we continue to build a council that is fitting and representative of our great city. That’s why we’ve designed our recruitment process to put you at your ease, make you feel welcome and bring the best out of you. We’ll do all we can to make our recruitment process as fair as possible. To help you with your application, take a look at the ‘our approach to recruitment’ page.

For an informal discussion, or further information regarding this job please contact John Judd, Customer Support Team Leader by email to john.judd@leicester.gov.uk

This is an open advert therefore we will complete the short-listing soon after receiving your application. If short-listed, you'll be called for an assessment and/or interview thereafter.