Relief Customer Care Officer - Emergency Response - ABC13590
Aberdeen City Council, Ruthrieston, Aberdeen City
Relief Customer Care Officer - Emergency Response - ABC13590
£20,001 - £30,000
Aberdeen City Council, Ruthrieston, Aberdeen City
- Full time
- Temporary
Posted 2 days ago, 15 Jul | Get your application in today.
Closing date: 29-07-2026 (In 12 days)
Job ref: ABC13590
Location ref: Ruthrieston, Aberdeen City
Full Job Description
Job Description
The purpose of this role is to ensure that all enquiries made to the 24 Hour-Emergency Response Team, are handled appropriately and effectively, with first class customer care. The post holder will demonstrate excellent communication skills, work to a high level of accuracy and have a strong customer service ethos. There is a requirement to work flexible hours in a shift pattern as the service operates 24 hours, 7 days per week.
Requirements
As a minimum to be able to demonstrate skills and experience in:
- Working under pressure in a busy environment whilst delivering a high standard of customer service.
- Working in a relevant customer facing role.
- Consistently meeting service targets
- Using IT systems and standard ICT packages, such as the Microsoft Office suite of software.
- Handling difficult / emergency situations.
Responsibilities
|
· Answer incoming contact (calls, web, emails etc.) handling all enquiries appropriately, recognising vulnerability and taking any necessary steps to ensure the well-being of the customer. · Give appropriate advice in accordance with organisational standards, procedures and legislative requirements. · Provide effective support to a diverse customer base using a calm and sensitive approach. · Identify emergency situations and take appropriate actions. · Seek and provide first time resolution for all calls whenever possible. · Engage with customers in a friendly and professional manner to deliver the highest standards of customer care. · Accurately record data on a variety of IT systems and prioritise requests according to set processes. · Identify opportunities to improve the customer experience, including cross servicing options where customers would benefit from other council services. · Proactively raise any issues and collaborate across the team to devise improvements and refinements to the service · Align with corporate objectives, standards and behaviours. |
Direct job link
About this company