Job Title: Customer Support Officer

Branch/Department: Highways Operation Centre

Location: Winchester/Hybrid

Contract Type: Temporary, 6 months initially

Salary: £13.28 per hour

Job Purpose

Putting our customers at the heart of everything we do, you will deliver high quality customer service that maintains and builds valuable customer experiences.

Our Highways team work together to maintain and improve over 5,500 miles of local road networks in Hampshire.

You will play a vital role in supporting the delivery of our core services and processes at the Highways Operation Centre.


What is the day-to-day of the role:

Our Support Officers play a key role on the front line of our business, processing a large volume of enquiries. Your main responsibilities will include:

• Effectively and efficiently process a wide range of customer enquiries, using various customer contact channels.
• Accurately log and maintain all enquiries on our database system to maintain accurate records, in line with Universal Services Directorate and Council procedures.
• Investigate and escalate complex enquiries.
• Manage customer expectations.
• Assign emergency enquiries appropriately as required.
• Write responses to complaints and enquiries that are of high quality, timely and comply with Hampshire Highway processes and statutory responsibilities.
• Support the Customer Contact Centre functions during high volumes.
• Develop and maintain service knowledge to ensure accuracy is maintained

Required Skills and Qualifications

• A minimum of GCSE or equivalent in English and Maths.
• Excellent attention to detail
• Excellent customer service skills
• Excellent written and oral communication skills.
• An understanding of IT systems and packages including Microsoft Office 360
• A team player, strong ability to collaborate with different teams across the business.

About Us

Connect2Hampshire is a managed service agency owned by Hampshire County Council providing temporary, contract and interim opportunities into the Council. Our service is built on our values of ethical, trustworthy, and caring, and our profits are returned to our Local Authority shareholders.

Call to action: Please apply as appropriate or contact Daniel Goodyear on (url removed) (phone number removed)

Connect2Hampshire, part of Hampshire & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates.