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Customer Service Quality & Training Officer

Employer: Sandwell Metropolitan Borough Council
Location: Operations and Development Centre, Roway Lane, Oldbury B69 3ES
Salary: Band F, SCP 26 - 31 (£29,636 - £33,799) (£15.36 - £17.52)
Closing date: 23 Jun 2019
Reference: SAND000003983

Sector: Local Councils
Job Type: Administration / Clerical / Secretarial - inc PA, Customer service
Contract Type: Permanent
Working Pattern: Standard
Hours: Full-Time

Job Details
Company

Job Details

We have an exciting opportunity for a Customer Service Training & Quality Officer to join our Customer Services Team. You will be instrumental in helping us deliver the best possible customer experience.

The role:

You will ensure that the customer is at the forefront of how we work at all times and that the highest standards of customer service is maintained.
You will help engage, motivate and inspire others to always give their best.
You will continuously monitor and measure the quality of our customer service, providing feedback, and support employees to drive improvements through effective coaching.
You will be responsible for analyzing data, identifying issues that impact the quality of the customer experience and make suggestions on how improvements can be achieved across the contact center and service areas.
Identify patterns with customer service interactions.
Liaise with other services areas / stakeholders to change processes and training as needed to improve quality of service.

Key Requirements:

Understanding of quality principles and techniques.
Experience in coaching and training individuals or groups is essential
Ability to negotiate and drive change across service areas and influence others
Be self-motivated and well organized
Strong analysis skills with a keen eye for detail
Excellent written, verbal, analytical and communication skills
Facilitation skills to effectively present findings.

For further information please contact Tracy Causer, Business Manager - Customer Service Centre on 0121 569 6484

Hours

37 hours per week

This vacancy and advert will be closed as soon as sufficient applications are received. Therefore, it is strongly advised that you complete and return your application as soon as possible.

Supporting documents
Information for Applicants
Personnel Specification
Job Description

Company

Who are we?

Sandwell is situated at the very heart of the West Midlands, just a stone’s throw from Birmingham. A large, diverse, metropolitan borough, Sandwell offers exciting opportunities for all in a friendly, supportive environment.

Why work for us?

Generous annual leave entitlements
Access to the Local Government Pension Scheme
Access to an award-winning employee benefits scheme, which includes:
An exclusive retail discounts portal
Salary sacrifice schemes for cars, bikes, technology and car parking
An employee assistance and counselling service
Annual leave purchase scheme
A wide variety of learning and development opportunities
Flexi-time working
A variety of leave schemes including carers, compassionate, maternity and paternity
Volunteering scheme

Your career at Sandwell Council

We offer something for everyone, with an incredibly wide range of career opportunities, at any stage of your career, from apprentices to senior managers.

Whether your focus is a support service, such as Finance, Human Resources, Legal or ICT, or a frontline service, such as Social Care, Planning & Regeneration, Housing or Leisure, it’s worth looking at what Sandwell has to offer.

Our plans for the future

Our Vision 2030 shows just how committed we are to creating the best future possible for our communities and for the people who live and work in Sandwell.

We’re a progressive organisation, and we’re proud of what we’ve achieved so far, but we know there’s much more to do to make our vision. For more information on our plans for the future see our dedicated vision 2030 page; http://www.sandwell.gov.uk/Vision2030

For more information about working for Sandwell Council, our recruitment process and our offer to you please visit;

https://www.sandwell.gov.uk/counciljobs

For information on our Values and Behaviours, please visit:

https://www.sandwell.gov.uk/council/values-behaviours

To view a copy of the Local Government Career Guide, please visit;

https://www.wmjobs.co.uk/staticpages/30847/local-government-careers

Company info

Website: http://www.sandwell.gov.uk/
Telephone: 0121 569 3300
Location: Sandwell Metropolitan Borough Council
Sandwell Council House
Freeth Street
Oldbury
West Midlands
B69 3BS
United Kingdom

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