Customer Service Advisor City of Westminster, England
Job description
About Us:
THE EXTRAORDINARY STORY OF LISA’S EMPATHY
Customer Engagement in Westminster City Council is a world of extraordinary stories, where passionate and expert professionals go above and beyond for their colleagues every day.
Take Lisa for example. The impact she’s had at her contact centre is remarkable. During Covid-19, Lisa focussed on increasing the coaching and support her staff received. This led to an interaction with a grieving resident who had lost his wife. Lisa’s training allowed the Customer Service Advisor to help the resident by opening up about their own experience. The conversation was so impactful that the resident even sent flowers to say thank you. It’s no surprise that Lisa runs a multi award-winning contact centre that’s now recognised across Europe.
The Role:
As one of our team of more than 20 Customer Service Advisors, you can make your own powerful contribution to meeting the needs of both internal and external customers. You’ll be the first point of contact across phone, email, social media and web chat. You’ll make it easy for residents, businesses, visitors and professional organisations to access a wide range of information and services. As Westminster is one of the country’s busiest local authorities, this is quite a challenge, but you’ll have all the support and training you need to succeed.
It’s a varied and responsible role. We’ll look to you to take ownership of problems, thoroughly investigate queries and resolve as many issues as possible, as quickly as possible – so reducing call-backs. You’ll also help to transform the way customers interact with us by building their confidence in our digital channels, and showing them how to find their own solutions through our website.
Please refer to the Job Description for more information.
About You:
Compassionate, objective and calm under pressure, you’ll have the interpersonal skills to probe sensitively and gather relevant information, even when callers are in a state of agitation or distress. You’ll also need to be confident working with a range of applications and systems (after training).
We’re looking for friendly, caring people with solid customer service experience, who thrive in a fast-paced environment. As a good listener and natural communicator, you’ll also be able to change your approach depending on who you speak to, and know how to bring tricky situations to a positive conclusion.
You’ll be supported at every step by our experienced team and offered ongoing coaching and training to further develop your customer service skills.
What We Offer:
Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three-quarters-of-a-million people work in Westminster.
Westminster City Council’s strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision-making and help to determine the city’s future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.
At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of choice. We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve. We champion equality, diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued, has a sense of belonging and is empowered to be their best, that is the Westminster Way. To find out more about how we do this visit https://www.westminster.gov.uk/health-and-social-care/public-health-strategy-policies-and-reports/equality-duties
As a forward thinking Council we appreciate that people work in different ways, therefore our staff benefit from working a range of flexible working patterns as well as Agile working.
The Council is a Disability Confident Employer. If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job. If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.
