Senior Customer Service Officer (Scale 5)

Who You Are

You are a seasoned customer service professional with experience in handling complex enquiries and a strong ability to deal with challenging situations. You possess excellent communication skills in both spoken and written English, ensuring clarity and professionalism in customer interactions. Your previous experience in a call center or similar customer-facing environment will help you manage a fast-paced workload with a positive attitude.

What the Job Involves

As a Senior Customer Services Officer, you will effectively manage customer interactions across telephony, webchat, and online support channels. Your role includes deputizing for the Team Manager, promoting digital platforms, and providing specialist advice on housing-related issues such as homelessness and temporary accommodation. You will support less experienced staff through mentoring and training, ensuring high standards of customer service are maintained. Additionally, you will play a critical role in responding to feedback, managing escalated cases, and contributing to continuous service improvements.

Skills

• Excellent spoken and written English
• Ability to manage complex and challenging calls
• Experience with digital platforms and webchat
• Strong mentoring and coaching abilities
• Proficient in multi-tasking in fast-paced environments
• Customer-focused and professional demeanor