WC - Customer Services Officer - Main duties and responsibilities

Question 1

Where do Customer Services Officers work?

Answer 1

Customer Services Officers work in the operations department.

Question 2

Who is the manager of Customer Services Officers?

Answer 2

Customer Services Officers are managed by the Operations Manager.

Question 3

Customer Services Officers’ main duties and responsibilities?

(customer service)

Answer 3

To make sure that customers and visitors receive the highest level of customer service

Question 4

Customer Services Officers’ main duties and responsibilities?

(Standards of Performance and Ethics)

Answer 4

To act and ensure decision making is aligned with the centre’s Standards of Performance and Ethics at all times.

Question 5

Customer Services Officers’ main duties and responsibilities?

(complaints)

Answer 5

To receive, investigate and deal with complaints from customers, visitors and staff who are not happy with any services

Question 6

Customer Services Officers’ main duties and responsibilities?

(reports /incidents/events/problems)

Answer 6

When necessary, to write accurate reports of incidents, events and suggest ways to deal with problems

Question 7

Customer Services Officers’ main duties and responsibilities?

(Equality Policy Statement)

Answer 7

To give staff and customers advice about the centre’s Equality Policy Statement and make sure staff and customers meet the conditions of the statement

Question 8

Customer Services Officers’ main duties and responsibilities?

(safe working practices)

Answer 8

To help managers make sure there are safe working practices in place in the centre.

Question 9

Customer Services Officers’ main duties and responsibilities?

(range of customer services)

Answer 9

To provide a range of customer services to customers and visitors to the centre, (as it says in our policies), including:

1) dealing with any serious problems
2) making announcements over the tannoy
3) helping with lost property when asked to by Customer Services Assistants
4) providing information services
5) looking after lost children until they are collected by their parents or guardians
6) working with managers, the operations department and customers on all customer services issues.

Question 10

Customer Services Officers’ main duties and responsibilities (summary)

Answer 10

1) customer service
2) Standards of Performance and Ethics
3) complaints
4) reports/incidents/events/problems
5) Equality Policy Statement
6) safe working practices
7) range of customer services (x6 points)

• • serious problems
• • tannoy
• • lost property (when asked)
• • information services
• • lost children
• • working with managers, operations department & customers on all customer services issues.

Question 11

Customer Services Officers’ main duties and responsibilities (full list)

Answer 11

To make sure that customers and visitors receive the highest level of customer service

To act and ensure decision making is aligned with the centre’s Standards of Performance and Ethics at all times.

To receive, investigate and deal with complaints from customers, visitors and staff who are not happy with any services

When necessary, to write accurate reports of incidents, events and suggest ways to deal with problems

To give staff and customers advice about the centre’s Equality Policy Statement and make sure staff and customers meet the conditions of the statement

To help managers make sure there are safe working practices in place in the centre.

To provide a range of customer services to customers and visitors to the centre, (as it says in our policies), including:

 dealing with any serious problems

 making announcements over the tannoy

 helping with lost property when asked to by Customer Services Assistants

 providing information services

 looking after lost children until they are collected by their parents or guardians

 working with managers, the operations department and customers on all customer services issues.