Job title: Customer Services Officer

Salary: B3 26,403 - £28,142

Hours: 37 hours per week – Mon-Fri 08.30am – 5.00pm

Contract: Permanent

Location: Knowsthorpe Gate, Leeds 9

Parking Services CSO team undertake the administrative duties in the back office for the department. Supporting our internal and external colleagues within the department as well as other departments (highways, community hubs). By being responsible for the processing of Penalty Charge Notices (parking tickets) Bus Lane Enforcement as well as Moving Traffic Offences citywide.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As an Admin Officer you will be required to

answering telephone calls in a contact centre environment
Have the ability to work under pressure and to strict deadlines.
Experience in a customer service role or similar
Have the ability to work with bespoke systems

About the role

As a department we take in excess of 50,000 calls a year as well as administer over 15,000 permit applications and undertake any other duties commensurate with the grade.

As our next Admin Officer you’ll use the skills you have learnt to help the Admin team continue to provide a high standard of service we give to the general public. The work is challenging but rewarding, if you feel that you could be a good fit for this role please apply

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
flexible and hybrid working arrangements subject to service requirements
a clear career pathway and continuing professional development opportunities
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form.

Read our guidance for further advice on completing your application.

If you have any queries or would like more information about the role please contact Dean A Charlton email dean.charlton@leeds.gov.uk

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.
This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Please ensure you are eligible before applying.

Job Description:

Job purpose:

Shared Services consists of over 1,000 employees in the Business Support Centre and Business Administration Service. Both of these services provide administration support activities to a wide range of teams and services across the council.

We help the council to streamline operations by redesigning processes, reviewing models of delivery to enable better sharing of resources and exploiting existing or introducing new technology to modernise the way we work.

Our staff use a range of computer programmes and systems to support services which include those working with teams based across the council in a number of different administration roles.

This role is working in the Parking Services team which is responsible for enquiries relating to Parking, Bus lane and fixed penalty notices. You will respond to enquiries by phone, email, letter, web application and handheld technology, take payments and issue permits. Additionally you will be responsible for raising financial invoices and recharges.

Key responsibilities for a B3:

Working with high levels of accuracy for tasks such as checking documents and recording numerical and alphabetical information.
Identify problems and areas for improvement and offer solutions.
Supporting staff and develop new team members.
Use own initiative and judgement where appropriate, providing outcomes and solutions for customers from a range of options.
Work on your own, manage your own workload and use your initiative to adhere to time scales and deadlines.
Ability and experience to carry out administrative duties such as filing, faxing, cash handling, photocopying, mail handling, diary management and arranging meetings.
Ability to analyse and collate data and use it to produce reports.
Understanding of legal business, financial, audit, confidential and operational requirements of the service, and the impact on its day-to-day work.
Work flexibly and move within service areas – working at different locations depending on service demand.
Willing to abide by the Council’s Equal Opportunities and Health and Safety Policies.
Willing to actively participate in training and development activities to ensure up to date knowledge, skills and continuous professional development.

The above list is not exclusive or exhaustive, and the service may require the job holder to undertake duties commensurate with the level of the role. The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.

Behavioural and other Characteristics required

Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
Able to understand and observe Leeds City Council equality and diversity policies.
Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
Willingness to actively participate in training and development activities.
Flexible and adaptable to change to assist other services as required commensurate to grade.
Participate in appraisal, training, and development activities.
Be aware of and comply with Leeds City Council policies and procedures.
Be aware of and support difference ensuring equality for all, working in an anti-discriminatory manner, upholding, equality & diversity.
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.