Customer Care Officer - Waverley Court

Customer Care Officer
Waverley Court

Salary £30,188 - £34,452
Hours: 36 per week

The City of Edinburgh Council's Parking Operations Customer Care team is seeking five Customer Care Officers, who will provide high-quality and consistent services in an exciting and fast-paced team environment, owing to the varied and dynamic nature of parking and traffic regulation in Scotland's capital.

The successful candidates will work closely with colleagues across the Parking and Traffic Regulation area of the Place directorate to provide consistent, customer-focused service across a range of complex enquiries, complaints and transactions. Maintaining a strong customer focus through varied and challenging interactions is key to the role and will require successful candidates to develop and mobilise an expansive knowledge of parking and traffic regulation.

Strong communicative and teamworking skills are essential, and applicants should be capable users of the Microsoft Office package, with particular reference to Outlook, Word and Excel. Whilst not essential, knowledge of relevant transport legislation and the Council's parking and traffic regulation policies is desired.

Successful candidates will negotiate challenging customer interactions in diverse politically and financially sensitive situations and will:

1. Respond to General enquiries, first-stage customer complaints, VIP mail and social media enquiries

2. Draft responses to Freedom of Information requests, Subject Access Requests and investigation-stage complaints for senior manager approval

3. Prepare cases for issues escalated to the Scottish Public Services Ombudsman where required

4. Liaise directly with internal/external customers via a range of channels to provide appropriate advice and guidance on services

5. Develop customer relationships (internal and external) to support service objectives and improve the customer journey

6. Handle sensitive and personal information in line with appropriate policies, confidentiality guidelines and data protection legislation

7. Promote an integrated and consistent approach to all customer services across the Parking and Traffic Regulation service, supported by the appropriate governance arrangements and processes

8. Identify and evaluate the risks associated with any customer-facing services and take appropriate action to control/mitigate these

9. Organise competing priorities flexibly in a fast-paced team environment

You will support Council transport initiatives and contribute to service improvements by:

1. Managing correspondence across several service/project mailboxes

2. Assisting with preparation of information/promotional materials

3. Maintaining the Council's public-facing web pages for the Parking and Traffic Regulation service

4. Assisting with the maintenance and development of existing QA documents and process flowcharts

5. Liaising with project leads and participating in regular meetings with various teams, taking minutes where required

6. Liaising with the Council's enforcement contractor and Parking Operations team to investigate Parking Attendant and enforcement complaints

7. Contributing to the maintenance of general service statistics and monthly KPI data

8. Ordering and receipting goods and services using the Council's e-procurement systems

We are committed to a diverse and inclusive workforce where everyone feels valued and able to be their best. We particularly encourage applications from women for senior roles, as well as people from minority ethnic backgrounds, people with disabilities or neurodivergent people, care experienced people, carers and LGBT+ people across all levels of the organisation, all of whom are currently underrepresented. All applicants will be considered fairly based on skills and experience. Disabled and care-experienced applicants who meet the minimum job criteria will be guaranteed an interview.

Find out more about our commitment to equalities https://www.edinburgh.gov.uk/work-us/inclusive-edinburgh/4

As part of our goal to improve organisational culture and create a great place to work together for the people of Edinburgh, we want to make sure we're recruiting the best people. We're interested not only in your skills and experience but also in your approach to work. Therefore, part of our interview process will be an assessment of how you would bring Our Behaviours of Respect, Integrity and Flexibility into your ways of working.

You can find out more on Our Behaviours web page Our Behaviours - The City of Edinburgh Council

Our salary range typically reflects the initial starting salary and annually increases until it reaches the top of the range.

Happy to talk flexible working.

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