Customer Access Officer Ref: 61-24

Job Advert

Salary: Grade 10, £23,152 per annum
Hours: Full time, 37 hours per week
Place of Work: Elizabeth House, Dereham (remote-enabled)
Contract term: Contract until 31^st May 2026

Would you like a job where what you do:

Makes a difference to customers and businesses across the Breckland district
Allows you to play a pivotal role in helping transform the way customers can reach us

Our telephone contact centre is at the very heart of the Council and the gateway through which our customers access our services, give us valuable feedback and receive the help and advice they need.

Our customer access team play a pivotal role in helping transform the way that customers can reach us and our innovative and exciting technology and digital strategy developments including web chat will see the contact centre taking even more of a lead at the customer interface.

Our team can go on to expand their careers within different areas of the Council and we pride ourselves on the development support we provide.

We are growing our service and offer exciting opportunities for ambitious and motivated people with a passion for excellence in customer service to join our team.

You will:

Understand the customer issues
Take ownership of service requests
Fully utilise the main CRM Frontline system to steer queries to a successful conclusion
Effectively use other specialist conclusion
Increase knowledge in different Council departments
Make connections between the customer's initial request and the various services the Authority offers

About you:

Collaborative - You look for ways to work in partnership and listen supportively to the ideas of others, building on their ideas, while sharing your views and knowledge. You recognise the skills, talent and experience of others and reach out to them for their contribution and input.

Ambitious - You always ask yourself 'How could we do this better?', taking ownership of change and helping others to understand, adapt, implement, and embed it. You have an open mindset, take risks and explore new ways of doing things. You are a proud ambassador, taking pride and responsibility for the work we do and encouraging others to do the same.

Results-driven - You review your own performance and ask for feedback to learn and improve. You make sure you are clear on what you need to achieve, keeping a focus on results and solutions. You are driven, showing courage and resilience even when things don't go to plan.

Empowering - You show energy and drive to explore new opportunities and challenge the status quo - acting on opportunities to generate income or reduce costs, embracing new technology and promoting digitalisation. You ask for help and support when needed, and take responsibility if things don't go well, learning from it for your own and for the organisation's development.

Supportive - You treat others as you would want to be treated yourself, ensuring that you are welcoming, friendly and approachable.You understand and take care of your own wellbeing, as well as the wellbeing of those around you. You give time to colleagues who need help or support.

OK, I'm interested...but is it really the job for me?

This is an exciting and challenging opportunity for you to apply your exceptional interpersonal skills to add real value to our customers' experience through your ability to evidence: