Customer Service Officer (Contact Centre)

• LCR_Combined_Authority_ATS_Quick_Guide
• Guidance_for_Interviewers
• Interview_Score_Sheet
• Customer_Service_Officer__Contact_Centre__JD

Please apply online via the link provided.

Please note, CV applications will only be accepted alongside a completed personal and monitoring information online application form.

Be a Voice for the Liverpool City Region! Part-Time Customer Service Heroes Wanted!

Do you love helping people and solving problems? Are you passionate about the Liverpool City Region? Then this is your chance to make a real difference!

The Liverpool City Region Combined Authority is looking for an enthusiastic and dedicated Customer Service Officer to join our established Contact Centre.

As the first point of contact for our community, you'll be the friendly voice and helpful hand that people rely on.

This is a part time role working 20 hours per week working 4pm to 8pm Monday to Friday.

About the Role

• •‍Handle a variety of customer inquiries via phone, email, and social media with a positive and helpful attitude.
• •‍Take ownership of customer queries and provide timely, accurate, and satisfactory resolutions.
• •‍Be a champion for excellent customer service, putting the customer at the heart of everything you do.
• •‍Contribute to a high-performing team, working collaboratively to achieve team goals.
• •‍Adapt to the individual needs of each customer, providing a personalised service.

About the Person

• •‍Previous experience in a customer service or contact centre environment.
• •‍A passion for customer service and a 'can-do' attitude.
• •‍Excellent communication and interpersonal skills.
• Competency in IT systems and applications (including Microsoft Office Suite).
• •‍Ability to work well within a team and on your own initiative.
• •‍Commitment to learning and development.

Bonus Points

• •‍Experience of digital customer service (social media, chatbots, web forms) is desirable.
• •‍Knowledge of working within established policies and procedure to comply with Governance and Audit Standards within BACS, PCI DSS and GDPR would be advantageous.
  
  

Why join us?

• •‍Be part of a team that makes a real difference in the Liverpool City Region community.
• •‍Opportunity to develop your customer service and communication skills.
• •‍Work in a supportive and collaborative environment.
• •‍Contribute to a sustainable environment by promoting digital solutions.
  
  

If you think you match the job description, and our values, then click on the link to apply.

Please ensure that you provide clear examples and evidence in your personal statement of how you meet the below key essential criteria. The information you provide in your personal statement will be used for shortlisting.

• •‍Previous experience working in a customer service or Contact Centre environment
• •‍Competent & proficient in all current IT systems and applications including Microsoft Office Suite e.g. Word, Excel, Outlook, MS Teams
• •‍Strong Customer focus by demonstrating corporate behaviours, including putting the customer first, being action focused and demonstrating respect
  
  

About the organisation

The Liverpool City Region is world-famous for its history, culture and creativity. A place of firsts, it is the birthplace of modern railways, public health and international trade. Now, our economy is being transformed once again, changing the world through world-leading innovation in health and life sciences, digital and creative, and advanced manufacturing - growing an economy already worth £35 billion a year.

The Combined Authority plays a central role in catalysing this innovation-led economy. We are seizing the unique opportunity to use our devolved powers and funding to create wealth and prosperity for all our 1.6 million residents and the whole UK - investing in our economy, people, place, transport and digital infrastructure. Our vision is for the Liverpool City Region to be: The best place to grow up, grow a family, and grow a business - where no-one is left behind.

Staff benefits

• •‍Local Government Pension Scheme contributions between 5.5% and 12.5%
• •‍Generous holiday entitlement of 29 days rising to 34 days after 5 years service, as well as bank holidays and the option to buy 10 additional days
• •‍Free travel around Liverpool City Region with an All-Zone Metro card worth £1,450 per year plus All Zones Off Peak Trio ticket for your spouse or partner
• •‍Flexible and hybrid working
• •‍24/7 access to Employee Assistance Programme for you and your family and Free counselling service
• •‍Automatic enrolment to our Westfield Health Programme
• •‍Corporate discounts at council-owned gyms
• •‍Bike to Work Scheme
• •‍Coaching, mentoring, apprenticeships, and professional qualifications including paid membership fees and even a £1k interest free learning loan for any non-job-related learning

Equality, Diversity & Inclusion

We offer a guaranteed interview scheme for candidates who have declared that they: have a disability, are from a Black, Asian or Minority Ethnic background, are a member of a reservist or have close family links to a member of the Armed Forces as we are under-represented by people from these communities.

To be considered under one of these schemes, you must indicate your eligibility in the relevant section of the application form. In addition, you must clearly demonstrate in your personal statement how you meet all the key essential criteria listed above, and highlight how you meet the remaining essential criteria outlined in the person specification within your CV.

Applications that do not include this evidence will not be considered under the guaranteed interview schemes.

The Liverpool City Region Combined Authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.

We actively promote diversity and inclusion. Please note that this role is unlikely to meet the eligibility requirements for sponsorship under the Skilled Worker route. We recommend that you assess your eligibility before applying for this position. Please visit https://www.gov.uk/skilled-worker-visa