Customer Service Advisor Huntingdon, England
Job description
Huntingdonshire District Council (HDC) is passionate about providing high-quality services to our communities, residents and businesses. This means we must employ and retain the most talented and dedicated people.
Situated within the heart of the Cambridge-Peterborough Growth Area, Huntingdonshire is a beautiful district that boasts thriving market towns and many attractive villages, each with its own identity. We are an innovative and forward-thinking local authority whose residents are at the heart of our decision-making.
At HDC we want to employ staff who embody our icare values (Inspiring, Collaborative, Accountable, Respectful, Enterprising), all of which support our ultimate purpose of putting our customers first.
Job details
An excellent opportunity has arisen to join our fantastic Customer Service team on a full-time, permanent basis. You will be part of a highly skilled and committed team delivering the council's Customer Contact Service, offering a first-class customer experience and maximising value for money.
Customer Services are the first point of contact for the public accessing council services. Multiple channels of communication are dealt with (face-to-face, telephone, emails and social media), using excellent communication skills throughout.
The main access channel is the telephone, therefore the role is predominantly call centre-based. Advisors are required to work in any of the Customer Service locations on a rota basis, with approximately 90% and 10% split.
The Customer Service team advise on a wide range of council services including, but not limited to, Housing, Operational Services, Environmental Issues, Council Tax, Benefits, Planning and Elections, and encouraging the use of our Customer Portal for self-serve purposes.
A key responsibility of the role is to effectively identify customer needs and be able to resolve and deal with enquiries in all service areas, within the limitations of the service.
The core working hours are Monday to Thursday 8.45am - 5pm, and Friday 8.45am - 4.30pm. Advisors work to a structured rota with defined lunch breaks and working patterns.
The role is based in Pathfinder House, Huntingdon. Following completion of full training to the required standard there are working from home opportunities on a rota basis.
You will deliver a wide range of council services directly to the customer and seek to resolve enquiries at the first point of contact. You will also take advantage of opportunities to resolve multiple enquiries at the same time, to increase efficiency and enhance the customer experience.
You will have the ability to learn all systems required to provide the services mentioned above as well as the ability to cope with change and remain flexible to undertake a variety of duties.
Able to respond to both routine and complex queries, you’ll be known for your ability to build relationships and inspire trust in both you and the council.
This role is subject to a satisfactory DBS check.
Apply
The closing date is 9am 11 August 2023 and interviews will be held on 15/16 August, however this is a rolling campaign and we'll be reviewing applications on an ongoing basis and will close the advert early should we receive suitable applications, so please don't delay in applying!
Should you have any additional questions regarding submitting an application, please contact the Recruitment Team at [email protected].
Please note that the official closing date is as above, and will be the correct date. Some third-party websites may have different dates. Please refer to the HDC website for the official closing date to ensure you do not miss out on applying.
Working for the council
As an employer who values diversity of thought, we seek to employ candidates from a range of backgrounds in order to make our organisation more innovative. We are seeking candidates who are looking for their next career opportunity and are supportive employers, enabling our staff to work in an environment that produces high standards of work in an employee-led environment.
Equality, diversity and inclusion are at the heart of our recruitment and along with our values we are committed to creating an inclusive working environment, where diversity is valued and there is equality of opportunity. We therefore welcome applications from all sections of the community and we offer a range of benefits, including flexitime, to encourage a work-life balance.
View our benefits.
