Customer Care Officer - Customer Response

Job Description

Before applying for this job, it is important that you read the Applicant Guidance by clicking on this link and the Job Profile attached. These explain the job role and the type of person we're looking for.

Location:  Marischal College
Duration: Full Time Permanent

Are you ready to make a real difference in the lives of the people of Aberdeen? If you're a dedicated individual who thrives in a fast-paced environment, we invite you to join Aberdeen City Council as a Customer Care Officer. In this crucial role, you'll be the first point of contact for our diverse community, offering assistance across a range of services from housing and council tax to digital support.

If you are naturally empathetic with a strong customer service ethos, excellent communication skills, and are genuinely passionate about customer service, we want to hear from you. Don't miss this opportunity to join Aberdeen City Council as a Customer Care Officer.

About the role:

The purpose of this role is to ensure that all enquiries made to the Customer Response Team, are handled appropriately and effectively, with first class customer care. The post holder will play a key role in the digital and assisted digital programme ensuring that customers are supported where required and access council services in a manner 
appropriate for their needs. The post holder will demonstrate excellent communication and digital skills, work to a high level of accuracy and have a strong customer service ethos.

Requirements

No Minimum Requirements

Responsibilities

The post holder will be able to demonstrate skills and experience in:

Working under pressure in a busy environment whilst delivering a high standard of customer service

Consistently meeting service targets

Using IT systems and standard ICT packages, such as the Microsoft Office suite of software

Handling difficult / emergency situations

Practical approach to problem solving

The Individual

Please see Job Profile for further details

Aberdeen City Council is an equal opportunities employer and we are committed to equality, diversity and inclusion.

Flexible Working

We are happy to talk flexible working and offer flexible working for most roles in the organisation meaning that many of our employees enjoy the freedom of choosing a working pattern that suits them as much as it suits the organisation.

Disability Confident

We are a Disability Confident Employer.  If you consider yourself to have a disability and think you may require a reasonable adjustment to be made for this part of the selection process, or would like further information in relation to reasonable adjustments, please contact AskHR@aberdeencity.gov.uk.

Armed Forces

We are a forces-friendly employer, have signed the Armed Forces Covenant and are a silver award recipient in the Defence Employer Recognition Scheme.  We have a specific email address for those in the forces, those who have left the forces, as well as their partners / spouses / families: armedforces@aberdeencity.gov.uk.  We are able to answer questions about jobs and our application / selection process, as well as about our employee support provisions.

Guaranteed Interview Scheme

We have a number of guaranteed interview schemes available to applicants who meet the minimum criteria for our roles and who:

• have a disability
• are care-experienced and aged 16-29
• are aged 16-24 and live in Aberdeen City or have been to an Aberdeen City Council school and are applying for a Modern Apprenticeship (except Trades apprenticeships)
• have done a Foundation Apprenticeship with Aberdeen City Council and are applying for any apprenticeships relevant to the area in which they did their Foundation Apprenticeship
• are New Scots aged 16-24 and are applying for any apprenticeships

Further information can be found at https://www.aberdeencity.gov.uk/services/jobs