Customer Support Officer

Job Introduction

We are looking for a Customer Support Officer to join our dedicated team in the Adult Social Care and Health within BACES. This role is an opportunity to make a real difference in our vibrant and diverse city. 

The main responsibilities of this role:

To provide a wide range of Customer Support functions, to include:

• Provide a high quality, prompt courteous service to members of the public, Service users and representatives of other agencies whether a personnel caller, on the telephone or by letter, using basic control skills to enable caller to explain their needs, and assess and determine appropriate assistance/service.
• Responsible for the co-ordination of delivery and collection of equipment with the public, professional staff and carers. Requests are mainly via call centre phones, but can be via, email or post.
• Organize technicians to fix or exchange faulty equipment, after initial phone checks dependent on type of equipment.
• Process request for specialist one off equipment, check correct paperwork is completed, client details captured, liaising with procurement, store manager, warehouse and professionals requesting equipment.
• Prioritise deliveries for urgent equipment requests and schedule of general equipment deliveries and collections, allocating dates to agreed capacities, while ensuring the day-to-day delivery targets are adhered to, plus distinguishing between jobs which require single and multiple delivery staff.
• Where necessary hire and cancel equipment from third parties. Recording relevant information and process the payment of invoices via the Councils procurement system.
• Organise the retrieval of equipment when no longer needed, this can be when a client is deceased, in nursing care or moving out of area. Where necessary sending letters or trying other avenues to determine the whereabouts of items to be returned.
• Responsible for the processing of orders and invoices ensuring they are completed, recording commitments in the correct manner.
• Provide a switchboard/reception service on rotation as a focal point for contact for professional staff and service users to the unit and on behalf of BACES to the general public including presentation of the reception area.
• Input accurately complex information regarding client’s personal details on to the social/health databases – TCES. Maintaining key control database information to assist with quality of data capture.
• Retrieve and collate information using manual and computerised methods of storage of all information.
• Transfer details into the BACES computer system of details provide by the Councils Building Services section of clients receiving minor building works alterations.
• Use new computer technology and apply computer packages as required. e.g. Microsoft Office, BACES computer systems and corporate wide systems. 

How to Apply

If you are interested in joining our team and would like some further information, please contact Janet Foulds Recruiting Manager or Alex Asquith on 01274 435260 or email alex.asquith@bradford.gov.uk

Employee Offer

Why work for Bradford Council? Find out why by taking a look at Our Employee Offer.pdf .

Equal Opportunities 

We do not discriminate against any applicant or employee directly or indirectly on the grounds of gender, marital status, gender re-assignment, pregnancy, sexual orientation, disability, race, colour, ethnic background, religion or belief nationality or age. And, as an equal opportunities employer, the Council strives to employ the best qualified people from a diverse range of applicants. 

 The RESPECT Allyship Programme is available to all staff, which offers the opportunity to learn more about the diverse communities & groups and provides added benefits and resources to its members.