Commercial Leisure Relations Officer - Casual

Job Introduction

Starting salary for this role is £14.35 per hour

This role sits within a well defined pay band, offering clear progression as you grow your career at BCP. Without exception all new starters begin at the entry point of the band, ensuring fairness and consistency across the organisation. Be part of a forward thinking workplace where you’re supported to grow and you can truly #BeTheDifference at BCP.

Learn more in our ‘More than just a job’ brochure on our careers site.

Role Purpose

To handle and resolve customer enquiries as part of a digital first, omni-channel customer centre, to ensure that customers receive an excellent customer service. The role will operate as part of a team, working with supervision and within defined procedures and protocols to deliver a consistent and accurate service, resolving the customer enquiry at the first point of contact and completing the customer journey. The role will handle a range of high volume, routine and low complexity enquiries relating to core council services.

Main Responsibilities

• Receive and respond to routine customer enquiries (via digital platforms, over the telephone, and via email and post), supporting the customer journey from initial contact through the relevant customer process using the appropriate systems, processes and procedures, to resolve the customer’s enquiry effectively and efficiently. Customer interactions will be managed professionally and positively, and will include those of a sensitive, confrontation or contentious nature.
• Identify the customer's issue and decide, within the clear procedures and protocols, how best to proceed with the customer's enquiry and which defined process to use. This will involve passing complex or specialist enquiries to senior colleagues or service units in accordance with defined handover procedures, so that customer enquiries can be resolved appropriately.
• Provide information to customers on straightforward or routine matters, to provide helpful and accurate advice to customers. This will include encouraging customers to use digital and self-service channels where possible, and where referring customers to other external or council services, ensuring that the customer understands who to speak to.
• Process mail received through digital mail room, indexing it to correct service appropriately, so that enquiries can be dealt with promptly and appropriately.
• Check and verify documentation provided by customers in accordance with strictly defined requirements, uploading and storing it in appropriate systems, to ensure that documents provided are correct.
• Issue routine correspondence and letters using standard templates, so that customers receive clear and appropriate written correspondence.
• Process payments in person, digitally, and over the telephone, in compliance with tightly defined processes and procedures, to support customers to pay monies owed in an efficient and secure manner. This will include undertaking reconciliation of payments.
• Maintain accurate records of enquiries and resolutions, so that enquiries and performance against defined service levels can be tracked.

The Ideal Candidate

• NVQ Level 1 or 2 in Customer Services or equivalent.
• Some experience of handling customer enquiries in a front line role.
• Knowledge of processes, procedures, scripts and protocols relating to customer services.
• Knowledge of a range of systems and customer platforms, including online and website services.
• Knowledge of services provided by the Council and its partners.
• Ability to respond to inbound and outbound customer enquiries from a range of channels.
• Ability to communicate effectively using tact and share information in a polite, positive and helpful manner.

Please note, this role is not eligible for visa sponsorship and we can only consider applicants with existing right to work in the UK.

At BCP Council, inclusion is more than a promise – it’s how we work.

We’re committed to providing a fully inclusive recruitment process ensuring every candidate and colleague has the support and reasonable adjustments they need to thrive.

From the moment you apply, through the recruitment process and throughout your career with us, we’ll be here to listen and provide the help and support you need.

It’s why we’re proud to be a Disability Confident Employer – and why you can trust that we’ll always do our best to make your experience positive and accessible.

If you require any reasonable adjustments or support during the recruitment process, please let us know when you apply or contact us directly – we’re here to help. For further information on the accessibility support we can offer please see here: Preparing for your interview | Working for BCP

About BCP Council

BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, world-class, prosperous and inclusive place for generations to come.

Our Benefits

A Place to Thrive – Join BCP Council

At BCP Council, we’re not just building a workforce— we’re transforming how we recognise and reward our people.

Check out our attractive enhanced benefits and find out more about the new Pay and Reward package at Employee benefits | Working for BCP

Be the difference - Join an organisation that values you

More About us | Working for BCP