Customer Support Officer

Job Introduction

About Us

At Oxfordshire County Council, we are committed to delivering excellent services that make a real difference to the people of Oxfordshire. The Registration Service helps residents through some of life's most important moments, including registering births and deaths, giving notice of marriage or civil partnership, and planning ceremonies.

Our Customer Support Team is at the heart of the service. We provide advice and guidance to customers, manage bookings and appointments, and help ensure that our services are delivered efficiently and professionally. We are a supportive and friendly team that values excellent customer service, collaboration and continuous improvement.

About the Role

As a Customer Support Officer, you will be the first point of contact for many of our customers. You will respond to enquiries by telephone, email and online, helping people access registration services and book appointments and ceremonies.

You will:

• Provide excellent customer service and advice to members of the public.
• Manage and process appointment and ceremony bookings.
• Support customers with information about registration services, marriages, civil partnerships and ceremonies.
• Maintain accurate records and update information on our booking systems.
• Work closely with colleagues across the Registration Service to ensure appointments and ceremonies are delivered smoothly.
• Help to ensure customer information is accurate and up to date.
• Contribute to the ongoing improvement of our systems and processes.

This is a varied and rewarding role where no two days are the same. You will play an important role in helping customers navigate significant life events while ensuring the service operates effectively and efficiently.

About you

We're looking for someone who is organised, proactive and passionate about delivering excellent customer service.

You will have:

• Experience working in a customer-focused environment.
• Strong communication skills and the ability to deal confidently and sensitively with a wide range of customers.
• Excellent organisational skills and the ability to manage competing priorities.
• Good attention to detail and experience maintaining accurate records.
• Confidence using IT systems, including Microsoft Office applications.
• The ability to work effectively both independently and as part of a team.
• A positive and flexible approach, with a willingness to learn and adapt.

Most importantly, you will share Oxfordshire County Council's values of Always Learning, Be Kind and Care, Equality and Integrity in All We Do, Taking Responsibility and Daring to Do It Differently.

Rewards and benefits

• Competitive salary
• Enhanced family friendly policies
• Competitive employer contribution pension scheme
• Local and national discounts for shopping and travel
• Excellent learning and development opportunities

Our commitment to:
Equality, Diversity and Inclusion

At Oxfordshire County Council we are proud of our diverse workforce. Everyone is accepted for who they are, regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, or on maternity or family leave. We have a number of staff network groups which provide peer support, education and safe spaces for all.

Our commitment to:
Guaranteed Interview Schemes

As a Disability Confident employer, we guarantee an interview for disabled applicants who meet the essential criteria for the job. We also guarantee interviews to care leavers who have completed further education and who meet the essential criteria for the job. For those leaving care without any further education, we guarantee an interview for our apprenticeships. We are also committed to helping and supporting those transitioning from HM Armed Forces to civilian life and guarantee an interview for those demonstrating the essential criteria for the role, within three years of leaving the service.

Our commitment to:
Safeguarding

Oxfordshire County Council are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect these commitments.

Our commitment to:
Flexible Working

We are open to discussions about flexible working, which can include flexi-time, full time and part time working, job sharing, nine-day fortnights and annualised hours, depending on the requirements of the role and the service.

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If you encounter any issues with the application system, please contact: Fiona.Clanfield@oxfordshire.gov.uk