Customer Contact Officer

Job Description

Salary: £28,153 - £29,542 per annum 

Hours per week: 37 hours

Interview date: To be confirmed upon shortlisting

We are excited to be offering an opportunity within our Customer Support team to provide assistance, instruction and information to groups and individuals using Council services and facilities. 

As a Customer Contact Officer, you will manage repair requests, diagnose issues, and prioritise different tasks. Your responsibilities will include recording accurate repair requests, authorising emergency works, and identifying rechargeable repairs. You will coordinate with surveyors and contractors, monitor progress, and assist tenants in resolving minor issues. Additionally, you'll schedule appointments, handle invoice payments, and ensure accurate data recording and reporting.  

We are looking for a candidate with a strong administrative background and excellent working knowledge of MS Office. Your ability to effectively use your initiative when dealing with challenging situations is essential as this role involves predicting resource needs and maintaining high customer satisfaction through effective communication and problem solving. 

Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Find out more about Our Identity, staff networks, and employee benefits here.

Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer‑facing roles work entirely from their service location.

We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.

Contact details 

Cerys White, Senior Customer Support Officer, at [email removed].

Please ensure to regularly check your spam or junk folder for any communication from us regarding the status of your application.

Application criteria

Please download and read the role description and person specification carefully before you apply.

We understand that AI tools can support you in preparing job applications. However, we value authenticity and would encourage you to ensure your submission genuinely reflects your own experiences, skills, and motivations.

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services. 

Statement of commitment to equality and inclusion

Disability Confident Employer

Application process

Wiltshire Council does not accept unsolicited CVs or candidate details from recruitment agencies that are not appointed under a current, valid contract or approved supplier arrangement (including through our neutral vendor, Comensura).

Submission of unsolicited CVs or candidate details to the Council, whether directly or to individual employees, will not be considered as an introduction and will not create any obligation on the Council to pay any fees. If a candidate whose details have been submitted speculatively is subsequently appointed through a compliant route, no agency fee will be payable in respect of the unsolicited submission.

Agencies wishing to work with the Council must do so only via our approved procurement processes and neutral vendor arrangements.

Responsibilities

Specific duties and responsibilities include:

• Repair Reporting

       To record repair requests from customers and staff members accurately with as much information as 

      Possible. To identify repairs from descriptions given. Identify works required, prioritise repair requests

       and identify stock items to ensure fast reaction times with correct target dates and schedule of rates

       codes added.  

• Emergency Repairs

Establish authorise and issue emergency works orders at point of contact, establishing a suitable contractor verifying availability and suitability. Ensuring that works are followed through to a successful conclusion. 

• Rechargeable Repairs

To identify in what circumstances a repair may be rechargeable to a tenant, and to process accordingly including advising the tenant, securing advance payment appropriate and ensuring tenant is invoiced. 

• Diagnosis and Inspections 

The job holder will need to make constant judgements as to whether or not a repair can be diagnosed on the information available from the tenant or if an inspection is required. If the latter the job holder will arrange for an inspection to take place. 

• Checking Progress

The job holder will use reports from the system to check whether or not a repair is overdue. Where overdue they should be brought to the attention of an appropriate officer or auctioned accordingly.

• Liaison with surveyors and contractors

In cases where tenants call to chase up progress on a works order, the job holder will assist the tenant in tracking progress and if necessary will contact the surveyor or contractor to obtain further information on progress.

• Managing appointments system

Work and contractors will be planned to ensure that repairs and inspections can be carried out in line with an appointments system that meets the needs and expectations of tenants. The post holder will provide sufficient information about access details to the works planners. 

• Manage information handling

Ensure the team collects the necessary information from customers, tenants, management, surveyors and contractors, this information will be recorded correctly on the system for accurate client profiling on the QL database and forwarded to the appropriate parties and acted upon. 

• Advising tenants

In some cases minor works can be carried out by the tenant, the job holder may to be able to advise the tenant on how to deal with the problem over the phone, thus reducing the need for a works order and helping the tenant to resolve the issue quicker. Jobs will also be raised to assist tenants who request the handy person service to carry out