Customer Care Officer - Emergency Response

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Job Description Before applying for this job, it is important that you read the Applicant Guidance by clicking on this link and the Job Profile attached. These explain the job role and the type of...

Job Description

Before applying for this job, it is important that you read the Applicant Guidance by clicking on this link and the Job Profile attached. These explain the job role and the type of person we're looking for.

Location: Marischal College

Duration: Permanent - 1 part time post

Hours: 24 hours per week, which includes weekend working.

Job Purpose:

Are you naturally empathetic and a clear communicator? Are you genuinely passionate about customer service, problem solving and ensuring you are constantly putting the customer first?
We are seeking enthusiastic and customer focussed individuals to support the delivery of our Emergency Response service, dealing with calls relating to community alarms and out of hours emergency situations such as housing repairs and roads issues. The post holder must be able to work well under pressure and respond effectively to difficult situations.
The team operate a 24/7 service and the post holders will be required to cover a variety of shifts on a rolling rota. Additional non standard working week payments apply depending on shift patterns. Rotas and shift patterns will be discussed at interview.
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.

Requirements

No essential criteria required.

Responsibilities

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.

The Individual

Please see job profile for further details.

Aberdeen City Council is an equal opportunities employer and we are committed to equality, diversity and inclusion.

Flexible Working

We are happy to talk flexible working and offer flexible working for most roles in the organisation meaning that many of our employees enjoy the freedom of choosing a working pattern that suits them as much as it suits the organisation.

Disability Confident

We are a Disability Confident Employer. If you consider yourself to have a disability and think you may require a reasonable adjustment to be made for this part of the selection process, or would like further information in relation to reasonable adjustments, please contact AskHR@aberdeencity.gov.uk.

Armed Forces

We are a forces-friendly employer, have signed the Armed Forces Covenant and are a silver award recipient in the Defence Employer Recognition Scheme. We have a specific email address for those in the forces, those who have left the forces, as well as their partners / spouses / families: armedforces@aberdeencity.gov.uk. We are able to answer questions about jobs and our application / selection process, as well as about our employee support provisions.

Guaranteed Interview Scheme

We have a number of guaranteed interview schemes available to applicants who meet the minimum criteria for our roles and who:

  • have a disability
  • are care-experienced and aged 16-29
  • are aged 16-24 and live in Aberdeen City or have been to an Aberdeen City Council school and are applying for a Modern Apprenticeship (except Trades apprenticeships)
  • have done a Foundation Apprenticeship with Aberdeen City Council and are applying for any apprenticeships relevant to the area in which they did their Foundation Apprenticeship
  • are New Scots aged 16-24 and are applying for any apprenticeships

Further information can be found at https://www.aberdeencity.gov.uk/services/jobs