Job Details

Customer Services Triage Support Officer

Location: Shute End  – Remote working
Hours: Part-time – 22
Service Area: Children’s Services

The Role

We are looking for an organised, approachable and customer-focused Customer Services Triage Support Officer to join the Council’s Children’s Services team.

You will act as the first point of contact for members of the public contacting Children’s Services, providing a professional, helpful and responsive service. You will handle incoming telephone calls, emails, enquiries, complaints and feedback, ensuring that each contact is understood, accurately recorded and directed to the appropriate team.

You will be responsible for assessing incoming enquiries, identifying the nature and urgency of requests, resolving straightforward queries where possible and escalating more complex or sensitive matters to the relevant team or manager.

This is an excellent opportunity for someone with customer service, complaints handling or administrative experience who enjoys helping people and working in a busy public-facing environment.

Key Responsibilities

• Act as the first point of contact for members of the public contacting Children’s Services by telephone, email and other communication channels.
• Respond to enquiries professionally, providing clear information, advice and guidance wherever possible.
• Receive, record and triage complaints, compliments, feedback and general correspondence.
• Identify urgent or sensitive matters, including concerns involving vulnerable individuals, and escalate these to the appropriate team or manager.
• Handle complaints sensitively, ensuring information is accurately recorded and responses are monitored within agreed timescales.
• Maintain accurate and confidential electronic records, databases, spreadsheets and tracking systems.
• Provide administrative support to the Customer Services Manager, including preparing documents, maintaining action logs and supporting meetings.
• Work closely with social care, education, SEND teams and other Council departments to ensure enquiries reach the correct people.
• Assist with preparing management reports and identifying recurring themes or areas where services could be improved.
• Ensure all customers are treated fairly, respectfully and professionally, including those who may be upset, frustrated or dissatisfied.

Essential Skills and Experience

The successful candidate will have:

• Previous experience in a customer service, administration or public-facing role.
• Experience handling telephone calls, written enquiries and customer correspondence.
• The ability to communicate confidently and professionally with a range of people, including those who may be distressed or unhappy.
• Strong organisational skills and the ability to manage competing priorities and meet deadlines.
• Excellent attention to detail, particularly when recording information and maintaining accurate records.
• Good IT skills, including Microsoft Outlook, Word, Excel and Teams.
• The ability to handle confidential and sensitive information appropriately.
• Strong listening, problem-solving and communication skills.
• The confidence to use initiative, recognise urgent issues and escalate concerns when necessary.

Desirable Experience

• Previous experience working within a local authority, Children’s Services, social care, education, SEND or another public sector environment.
• Experience handling complaints, customer feedback or casework.
• Knowledge of complaint handling procedures and information governance.
• Experience working with different departments, external organisations or multi-agency teams.

The Ideal Candidate

You will be calm, approachable, empathetic and professional, with a genuine commitment to providing excellent customer service. You should be confident dealing with challenging conversations, able to use your judgement when prioritising enquiries and comfortable working in a busy administrative environment.

If you have strong customer service and administration skills and want to make a positive contribution to the delivery of Children’s Services, we would love to hear from you.