Customer Services Officer

This role has a starting salary of £27,897 per annum, based on a 36-hour working week. We are excited to be hiring a new Helpdesk Officer to join our fantastic Helpdesk Team. The team is based in Dakota, Weybridge. This is a 6-month fixed term contract / secondment opportunity.

Rewards and Benefits

• 26 days’ holiday (prorated for part time staff), rising to 28 days after 2 years’ service and 30 days after 5 years’ service
• Annual leave allowance (for bank) or remove for term time
• Option to buy up to 10 days of additional annual leave
• An extensive Employee Assistance Programme (EAP) to support health and wellbeing
• Up to 5 days of carer’s leave per year
• Paternity, adoption and dependents leave
• A generous local government salary related pension
• Lifestyle discounts including gym, travel, shopping and many more
• 2 paid volunteering days plus 1 team volunteering day per year
• Learning and development hub where you can access a wealth of resources

About the Role

In this role you will be working as a key part of Business Services, a part of the Resources Directorate. Business Services is an integrated business support and transaction service which offers a range of services covering HR, Payroll, Finance, and Procurement within Surrey County Council.

As a Helpdesk Officer, you will be the first point of contact for both internal and external queries, via phone and email, responding to all enquiries relating to HR, Pensions and Finance under the direction of your supervisor and the Customer Service Improvement Manager.

You will be taken through a structured induction programme and will be given tools and guidance to enable you to support customers and resolve queries at first point of contact.

Your main duties in the role of My Helpdesk Officer will include:

• Receive and respond to everyday enquiries from colleagues and customers to provide a timely, courteous, and effective service.
• Plan and prioritise own week-to-week work activities to ensure operational efficiency and refer to more senior colleagues for prioritisation of non-standard work.
• Maintain a network of contacts, knowing who to liaise with on key issues and report on and resolve issues.
• Communicate and liaise with service users and/or external contacts, usually through established routine connections as own section of work requires.

Shortlisting Criteria

To be considered for shortlisting for this position, your application will clearly evidence:

• Good English and Maths skills, with the ability to demonstrate any transferrable skills.
• Excellent written and oral communication skills with the ability to build sound relationships with customers.
• Good administrative / organisational and analytical skills.
• Ability to work with others to achieve objectives and improve customer service.
• Competent in a range of IT tools.
• Experience of working in a customer facing environment.

Contact us

Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.

The job advert closes at 23:59 on 07/01/2024 with interviews to follow.

We look forward to receiving your application, please click on the apply online button below to submit.

Our Commitment

Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applications where:

• The candidate has evidenced the minimum criteria for the role through their application
• The candidate has chosen to share that they have a disability on the application form

Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.