Customer Service Advisor Milton Keynes, England
Job description
We’re looking for two Customer Service Advisors to work with us and talk to residents about important changes to our waste services coming in September.
Based at Civic, our friendly and proactive Customer Services team are a key way for people to get in touch with Milton Keynes City Council, delivering support via telephone, email, online and face to face where appropriate.
Our contact centre answers around 19,000 calls per month as well as managing 1,500 emails. The team also manages visitors to the building and takes care of some specific tasks including contact on behalf of councillors.
Ideally, you’ll have experience of working within a fast-paced contact centre or retail environment. You’ll be able to demonstrate excellent communication skills, knowing how to listen and when to talk. You will be confident receiving customer feedback and sharing that with colleagues across our organisation.
We offer individual training and coaching in addition to a wealth of in-team experience to help you gain the specific skills you’ll need to succeed and build a successful career with us.
Role Responsibilities- Work as part of a multi-skilled team delivering effective, consistent customer service at the first point of contact.
- Review, maintain and update service request information on the nominated CRM system, and back-office systems in line with standard processes, escalating unresolved enquiries where appropriate.
- Provide consistent customer service to our internal and external customers, providing a prompt and constructive resolution to customer queries or redirecting the customer enquiry to the appropriate area at the first point of contact.
- Follow standardised processes for service request reporting according to the nominated department’s guidelines; logging, processing and progress-chasing customer enquiries, escalating where appropriate, to provide a final resolution.
- Enjoys talking to people and can actively listen.
- Flexible and willing and ready to learn new things.
- Able to work as part of a team.
Milton Keynes is a diverse, welcoming, and expanding place, built on smart ideas with even bigger plans for the future. We have world class attractions, beautiful open spaces, and a great standard of living.
Milton Keynes City Council is one of the largest employers in the region, making a difference every day for local people. We’re responsible for all local government services in MK including education, housing, highways, and social services - around 240 services in all.
Our values are to be dedicated, respectful, and collaborative. If this sounds like you, join us for a stimulating and fulfilling career measured on results, and a rewarding work-life balance.
Package DescriptionWe are really proud of the benefits we are able to offer our staff here at Milton Keynes City Council, including:-
- Local Government Pension Scheme, considered to be one of the best employer contribution rates of 18.8%.
- 28 days annual leave per year in addition to statutory and public holidays, rising to 32 days after 5 years.
- Holiday Purchase Scheme.
- Our Professional Development Centre provides access to courses such as in-house management development programmes endorsed by the Institute of Leadership, coaching and mentoring and access to our Smarter Learning portal
- Cycle to Work Scheme.
- Health Cashplan.
- MK Advantage benefits package – a range of savings on a wide range of retail, leisure and entertainment products and services such as Pizza Express, M&S, B&Q, John Lewis and Arriva Travel.
- Blue Light Card - Employees working within Social Care can qualify for a range of discounts from national retailers to local businesses in a wide range of categories including holidays, cars, days out, fashion, gifts, insurance, phones and much more!
- SmartGo – Aimed at encouraging low-carbon transport and healthy lifestyle with discounted travel e.g. Halfords, Arriva, Europcar, National Railcards and Stagecoach.
- Homebuy Scheme (for eligible roles).
- Smarter working which provides the opportunity to work from various locations including from home for a proportion of your role (subject to business needs).
- A full range of family friendly policies including enhanced Maternity, Adoption and Paternity entitlements.
- Childcare Subsidy.
