Customer Care Officer - Customer Response

Job Purpose:

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, Broad Street, Aberdeen

Duration: Permanent, Part Time

Roles that require PVG Membership

Please note that with effect from 1 April 2023, where a role requires PVG membership, candidates will be required to meet the cost of the PVG membership. This applies only to roles with a full time equivalent salary of £30,000 and above. (Teaching roles and jobs at Grade 11 and above (currently £30,285 per annum / £16.64 per hour)

The Council will pay for the PVG membership cost initially, either £18 for existing PVG scheme members, or £59 for non-members, and this cost will be deducted from an employee’s first FULL month’s salary payment.

job purpose/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.

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.

The post holder needs to hold as a minimum:

Not applicable

The postholder is able to demonstrate:

• 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.

About Us

Please see the Job Profile for further details.

Aberdeen City Council is an equal opportunities employer and we are committed to equality, diversity and inclusion. For further information, please see our Equality, Diversity, Inclusion and Recruitment pack.

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 the role they are applying for who:

• have a disability as defined by the Equality Act 2010 (all jobs)
• looked after young people, those that are in continuing care or are a care leaver up to the age of 29 (all jobs)
• 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

*"New Scots" are defined as refugees and asylum seekers who are in Scottish communities and include those who have been granted refugee status or another form of humanitarian protection, people seeking asylum, those who have been refused asylum, and those whose application has been refused but who remain in Scotland.

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