Role Profile

Job Description
Job Title Customer Services Officer
Job Reference
Number
LHE/E/10/1415
Directorte or Re!ion "#istn$ Sout% &si De'rtment/Countr( E)ms
Loction of 'ost L%ore "( *n+ *n+ 4
Re'orts to
,n!er$ Customer
Services
Durtion of -ob .n+efinite Contrct
PURPOSE OF JOB
Effectivel( mn!e customer in/uiries n+ com'lints esclte+ b( t%e Contct Center
"rovi+e su''ort to t%e Contct Centre in 'rocessin! customer informtion re/uests re!r+in! E)ms
'ro+ucts n+ services
CONTEXT AND ENVIRONMENT
E!"in!tion Ser#ices Dep!rt"ent
T%e *ritis% Council0s E)ms De'rtment %s set in 'lce n mbitious 'ln to ensure its !ro1t% n+
!reter im'ct in fst c%n!in!$ !lobl environment2 To +o t%is$ t%e +e'rtment nee+s to 1or# more
effectivel( n+ efficientl( 1it% 'rtners$ bot% internl n+ e)ternl from ll sectors of societ(2
T%e E)ms De'rtment %s !ro1n into si!nificntl( lr!e revenue business2 Due to t%e scle of t%e
o'ertions$ t%e or!ni3tion re/uires +e+icte+ customer service tem to mn!e t%e customer
e)'erience 'rocess for t%e E)ms +e'rtment2
Te!" Str$ct$re
T%e 'ost is 'rt of tem consistin! of t%ree Customer Services Officers n+ one Customer Services
,n!er2 T%is tem 1ill be bse+ in L%ore$ n+ 1ill be %e+e+ b( t%e He+ of Customer Services n+
Com'lince2

ACCOUNTABI%ITIES& RESPONSIBI%ITIES AND MAIN DUTIES
,n!in! customer in/uiries n+ com'lints in timel( mnner n+ in line 1it% !ree+ service stn+r+s2
Coor+intin! 1it% ot%er E)ms tems on n on!oin! bsis to ensure semless customer -ourne(2 T%is
inclu+es timel( escltion of unresolve+ com'lints to t%e concerne+ tems
Ensurin! ll 'rocess of elimintion 4"OE5 ste's relte+ to 'rticulr 'ro+uct re com'lete n+ correctl(
mentione+ in tic#et/com'lint
,intinin! %i!% stn+r+s of service level b( usin! Customer Reltions%i' ,n!ement utilities2
,intin ccurte recor+s of +iscussions or corres'on+ence 1it% customers
"rovi+e fee+bc# on t%e efficienc( of t%e customer service 'rocess
'E( RE%ATIONS)IPS
T%e 'ost %ol+er 1ill nee+ to +evelo' successful reltions%i's 1it%
Consumers$ customers n+ clients
Outsource+ contct centre tem consistin! of cll centre su'ervisor$ mn!er n+ !ents
E)ms *usiness Develo'ment$ ,r#etin! n+ O'ertions tems
6en+ors
OT)ER IMPORTANT RE*UIREMENTS OF T)E JOB
S%oul+ be 1illin! to 1or# in s%ifts2 7nsocil %ours m( be re/uire+ occsionll(2
"ss'ort/vis n+/or ntionlit( re/uirement2 Ri!%t to 1or# in "#istn
Securit( or le!l c%ec#s re/uire+ for t%is role2 Securit( c%ec# s ''licble to ll *ritis% Council stff
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Person Specific!tion
Essenti!l Desir!ble
Assess"ent
st!+e
Be,!#io$rs
See The
Behaviours
Dictionary for
details
T,e follo-in+ be,!#io$rs -ill
be !ssesse. .$rin+ inter#ie-
!n. perfor"!nce e#!l$!tion/
9or#in! To!et%er:
Essential level
,#in! it H''en ;
Essential level
T,e follo-in+ be,!#io$rs -ill
be !ssesse. onl0 .$rin+
perfor"!nce e#!l$!tion/
Cretin! S%re+ "ur'ose ;
Essential level
*ein! &ccountble ;
Essential level
Connectin! 9it% Ot%ers ;
Essential level
S%'in! t%e <uture ;
Essential level
.ntervie1 n+
'erformnce
evlution onl(
S1ills !n.
'no-le.+e
See The Generic
Skills Dictionary
for details
2eneric S1ills/
,r#etin! &n+ Customer
Service 4L15
Understanding the British
Council and its values
Understanding potential
markets/customers
Understanding customer
needs
Responding to customer
needs
!taining " evaluating
feed!ack
Building strong relationships
#hich add value to the U$
Com'uter S#ills 4L15
Ot,er S1ills/
Communictions S#ills
E%cellent #ritten and spoken
communication skills in English
and Urdu
Ot,er S1ills/
Tec%nicl #no1le+!e of
customer reltions%i'
mn!ement n+
tic#etin! s(stems
=no1le+!e of +t
'rotection 'olicies n+
informtion mn!ement
S%ort listin!
n+ .ntervie1
En!lis% ln!u!e
test
Eperience
One (er e)'erience in
customer service oriente+
role
S%ort listin!
n+ .ntervie1
*$!lific!tions
*c%elor0s level +e!ree
"rofessionl /ulifiction in
relevnt fiel+
S%ort listin!
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Submitte+ b( Recruitment Tem Dte &u!ust >014
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