Universal Services Officer
Customer Service

Salford Civic Centre
Chorley Road
Swinton
Salford
M27 5DA

Universal Services Officer
Grade: 2A, £19,698 - £20,493
Working Hours: 36 hours per week
Contract Type: Fixed Term until 30th September 2021
Closing Date: 30th October 2020 at 12 noon

About us 
Salford has changed and is continuing to change: at the heart of our approach are ambitious plans to transform Salford into a modern global city where we can all make a real difference to the lives of Salford people. As a people centred and values based organisation Salford really is a great place to work. With a positive permission culture and can do approach, we embrace innovation and encourage performance. 

The Universal Service Team deliver’s customer service for a variety of Council services. We currently have two exciting vacancies within our team for a Universal Service Officer to enable us to continue to build on our success and also bring new experience, knowledge and ideas into the team. 

About you 
Your style and approach will reflect our values: you will be passionate about what you do always striving to improve things; valuing and respecting others’ contribution, you will work together to deliver a better service; you will take pride in always getting things right first time and learn from when things do go wrong; you will enjoy taking personal responsibility to resolve issues and change what you do and how you do it to make a difference. 

About the role 
· To provide a first point of contact for customers of Salford City Council's universal services .
· To provide a first response to digital customer enquiries via social media, web chat and telephony by answering universal services enquiries and signposting others to the relevant department .
· Providing information, advice and support to customers including booking appointments, taking payments, logging customer enquiries and ensuring all associated administration is completed .
· To promote and support customers to access services in line with the customer strategy, delivering a digital first approach .
· To understand and apply relevant council policies and procedures .
· To have the written and digital skills to record accurate information on systems in line with GDPR .
· To use communication skills to de-escalate situations and find solutions to resolve enquires at the first point of contact .
· To be efficient across a number of ICT systems in order to deliver services .
· To be adaptable and support change programmes to improve service delivery.
· To provide flexibility in how we deliver a range of services .
· To work alongside partners to deliver the best possible outcomes for our customers .
· To work as part of a team to build towards an excellent employee experience and working environment.

Role Profile.docx
Why work for Team Salford.pdf

Safe working  
We are a Covid-safe organisation and for the majority of your role you will work from home and connect with your team and services virtually. You will have an individual risk assessment when you join the organisation to ensure we effectively support your health and wellbeing throughout your employment

About your benefits 
You will be welcomed into a friendly environment where your personal and professional development will be encouraged and you will have the opportunity to work and grow in a values based organisation where people are at the heart of everything we do. We promote a positive permission culture, empowering you to make a difference. Your opinions matter to us and you will have the opportunity to shape how we do things through our Salford 100 employee group and our employee led redesign approach. Your work-life balance and wellbeing are important to us so you will have access to a range of benefits including flexible working, green travel, pension and salary sacrifice schemes.  In addition to this we offer a range of health and wellbeing options to suit your needs. 

Continuous service commitment  
New employees can now keep their service related benefits when moving between a whole host of public sector organisations within Greater Manchester these include: Councils, NHS, Greater Manchester Fire and Rescue, Transport for Greater Manchester as well as many others.

Diversity and Inclusion 
We are committed to developing a culture which respects individuals, appreciates difference and allows everyone regardless of background to reach their full potential. We are proud to be an accredited disability confident employer and a Stonewall Diversity Champion. We understand how hard it can be to combine caring for a loved one with work so we aim to provide support and flexibility to balance family and caring responsibilities with work https://greater.jobs/content/9189/diversity-and-inclusion. 

Our core data protection obligations and commitments are set out in the council’s primary Recruitment and Employment Privacy Notice which can be found at https://www.salford.gov.uk/gdpr

Location
Salford Civic Centre
Vacancy Description
 
Salford Civic Centre
Chorley Road
Swinton
Salford
M27 5DA

Universal Services Officer
Grade: 2A, £19,698 - £20,493
Working Hours: 36 hours per week
Contract Type: Fixed Term until 30th September 2021
Closing Date: 30th October 2020 at 12 noon

About us 
Salford has changed and is continuing to change: at the heart of our approach are ambitious plans to transform Salford into a modern global city where we can all make a real difference to the lives of Salford people. As a people centred and values based organisation Salford really is a great place to work. With a positive permission culture and can do approach, we embrace innovation and encourage performance. 

The Universal Service Team deliver’s customer service for a variety of Council services. We currently have two exciting vacancies within our team for a Universal Service Officer to enable us to continue to build on our success and also bring new experience, knowledge and ideas into the team. 

About you 
Your style and approach will reflect our values: you will be passionate about what you do always striving to improve things; valuing and respecting others’ contribution, you will work together to deliver a better service; you will take pride in always getting things right first time and learn from when things do go wrong; you will enjoy taking personal responsibility to resolve issues and change what you do and how you do it to make a difference. 

About the role 
· To provide a first point of contact for customers of Salford City Council's universal services .
· To provide a first response to digital customer enquiries via social media, web chat and telephony by answering universal services enquiries and signposting others to the relevant department .
· Providing information, advice and support to customers including booking appointments, taking payments, logging customer enquiries and ensuring all associated administration is completed .
· To promote and support customers to access services in line with the customer strategy, delivering a digital first approach .
· To understand and apply relevant council policies and procedures .
· To have the written and digital skills to record accurate information on systems in line with GDPR .
· To use communication skills to de-escalate situations and find solutions to resolve enquires at the first point of contact .
· To be efficient across a number of ICT systems in order to deliver services .
· To be adaptable and support change programmes to improve service delivery.
· To provide flexibility in how we deliver a range of services .
· To work alongside partners to deliver the best possible outcomes for our customers .
· To work as part of a team to build towards an excellent employee experience and working environment.

Role Profile.docx
Why work for Team Salford.pdf

Safe working  
We are a Covid-safe organisation and for the majority of your role you will work from home and connect with your team and services virtually. You will have an individual risk assessment when you join the organisation to ensure we effectively support your health and wellbeing throughout your employment

About your benefits 
You will be welcomed into a friendly environment where your personal and professional development will be encouraged and you will have the opportunity to work and grow in a values based organisation where people are at the heart of everything we do. We promote a positive permission culture, empowering you to make a difference. Your opinions matter to us and you will have the opportunity to shape how we do things through our Salford 100 employee group and our employee led redesign approach. Your work-life balance and wellbeing are important to us so you will have access to a range of benefits including flexible working, green travel, pension and salary sacrifice schemes.  In addition to this we offer a range of health and wellbeing options to suit your needs. 

Continuous service commitment  
New employees can now keep their service related benefits when moving between a whole host of public sector organisations within Greater Manchester these include: Councils, NHS, Greater Manchester Fire and Rescue, Transport for Greater Manchester as well as many others.

Diversity and Inclusion 
We are committed to developing a culture which respects individuals, appreciates difference and allows everyone regardless of background to reach their full potential. We are proud to be an accredited disability confident employer and a Stonewall Diversity Champion. We understand how hard it can be to combine caring for a loved one with work so we aim to provide support and flexibility to balance family and caring responsibilities with work https://greater.jobs/content/9189/diversity-and-inclusion. 

Our core data protection obligations and commitments are set out in the council’s primary Recruitment and Employment Privacy Notice which can be found at https://www.salford.gov.uk/gdpr