01235 535858
01869 321322
01865 790100
01993 709988
01296 381893

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Customer Services Applications Officer

  • Location:Oxford, Oxfordshire
  • Salary:£12.82 per Hour
  • Duration:Contract
  • Job Reference:PAT1702181
  • Closing Date:12/08/2017
  • Processing applications for the following services: Housing (which includes but is not restricted to HMO’s, Right to Buy, Housing Needs) Planning, Building Control and General Licencing and other services identified through business improvement processes in line with Service Level Agreements and performance targets
  • Undertake home visits if required as part of the application process and in the assistance of our more vulnerable customers who are unable to access buildings.
  • Receive and assist customers visiting, telephoning and contacting the company through other multi-media channels, to high standards of customer care as specified in the Customer Contact service level agreement.
  • Deal with customer enquiries and application requests for the range of services defined, promptly and pro-actively, taking the case wherever possible to conclusion within agreed service targets, including the updating of the appropriate computer system. Where this is not possible, the jobholder must take positive action, including referral to a more senior or experienced officer, to ensure completion, including escalating the enquiry in line with agreed Customer Services Application Team procedures and / or liaising effectively with service departments when necessary.
  • Undertake any follow-up administrative work or system input tasks arising from individual caseload.
  • Make internal and external calls including liaising with internal teams, 3rd party agencies and contractors,
  • Follow agreed procedures in respect of Customer feedback, including complaints.
  • Undertake regular training within each service area to expand and update knowledge of Application services
  • Use comprehensive ICT systems to manage enquiries, provide information and access administrative systems.
  • Updating and maintaining databases and undertaking other administrative tasks as directed and within agreed standards in terms of accuracy, service standards and authority levels. Extracting information including graphical display as requested.
  • Ensure customers are given contact name and information regarding any further action associated with applications/enquiries.
  • Carry out any other reasonable duty compatible with the overall objectives of the Customer Services Application Team.

Good general education including a minimum of 4 GCSE grade A*-C (or equivalent) including Mathematics and English, or relevant experience

Experience of using ICT with accurate and proficient keyboard skills

Experience of delivering customer service via telephone or face to face

Clear written and verbal communication. Good listening and questioning skills.

Experience of listening and accurately inputting data simultaneously

Significant experience of successfully working as part of a team

Experience of working in a similar environment in a local authority

Working knowledge of at least one service delivered by the Applications Team (Planning & Regulatory Services, Housing or Taxi Licensing)

Relevant Customer Services qualification e.g. NVQ Level 2 in Customer Service

Experience of using ICT, relevant business relevant systems, Microsoft Office applications and interrogating databases

Experience of prioritising and organising work, remaining calm and maintaining standards whilst under pressure whilst meeting deadlines with minimal supervision

Experience of coaching, mentoring and training less experienced members of staff

Experience of working within a service that meets or exceeds Customer Service Excellence Standards. (CSE)

Evidence of significant personal development and contribution to own learning and development

To register your interest in this position, call us on 01235 535858 or use the form below.

Register your interest in this position

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