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Join us and you will be part of a team that is forward-thinking, dynamic, and ambitious in providing great Customer Service.

As a key member of the busy Customer Service team, you will handle and resolve a wide and diverse range of enquiries to a high standard of customer service covering all multiple council services and in a key role supporting many areas of the Council’s business.

Our customer services team are key in supporting many vulnerable residents in accessing key council services like Waste collections, Parking or Council tax. For many residents the Customer Services team are both face (and voice) of the Council.

Job Introduction

The Customer Services team, including the corporate contact centres, are the primary contact for resolving inbound enquiries for a wide range of services ranging from council tax & housing benefits to environmental services such as household waste to parking permits. Whether it’s a query about social care or bin collection, you will need to provide positive assistance in a clear, articulate, empathetic manner.

Location

• Civic Centre, 44 York Street, Twickenham TW1 3BZ
• Please note This is an office-based role and homeworking will only be considered after a successful six-month probation based on job performance.

Salary

• Salary may be negotiable within the pay scale if the successful applicant has extensive local authority experience or service-specific knowledge or experience.
• Experience with handling Council tax and Housing Benefit enquiries would be beneficial if possible but not essential.

Working hours

Full time

• Monday-Friday 8:50-5:00 36 hours per week

Part-time

• Part-time applicants welcomed (minimum 20 hours per week).
• Monday working for part-time staff is always required.
• The working day can be a full day or part day (minimum of 4 hours per day).
• Part-time hours are negotiable but must meet the business needs.

Main Responsibilities

The role of Customer Service Advisor includes:

• Delivering an excellent customer experience by providing advice and, wherever possible, resolution at the first point of contact. This includes all customer access channels including telephone, face to face, letter, email, web and SMS.
• Maintains an up-to-date knowledge of all services and systems used in the Customer Service receptions to assist customers and resolve their enquiries.
• To professionally deal with any frustrated, angry and abusive customers, providing a resolution to their enquiry and avoiding potential complaints.
• To maintain accurate records and information relating to the provision of customer services.
• To actively encourage customers to use the most efficient method to gain access to and information about council services.

• To ensure that the services for both Councils are dealt with on an equitable basis to deliver the standards required for each, as agreed annually by the Executives.

Agile working

At Richmond and Wandsworth Councils, we care more about how you work and what you achieve, rather than where you work on any given day. The difference you can make to our local communities is what really matters most to us, service delivery must always come first. We have carefully considered agile ways of working to provide the best experience for residents, stakeholders and our staff. Our agile working strategy actively supports and encourages a dynamic work environment and daily working experience. Agile working helps put the needs of our staff at the centre of everything we do, so if specific flexible working arrangements helps you with this, feel free to let us know.

Your wellbeing and the flexible way in which you can work is and will remain a key priority for Richmond and Wandsworth Councils. We want you to thrive and feel empowered in your work!

Benefits

We recognise the importance of a good balance between work and home life so we do everything we can to accommodate flexible working including, working from home, compressed hours, term time only, job shares and other arrangements. Please just let us know in your application or at any stage throughout the process (and beyond) if these are options you’d like to explore. We also offer a generous holiday allowance of 40 paid days (pro rata) including bank holidays and a wide range of learning and development opportunities.

In addition, we offer a comprehensive range of staff benefits such as membership of the Local Government pension scheme, childcare vouchers, new technology scheme, interest-free loans on annual travel cards, discounts with many leisure activities, restaurants, shops and other establishments.

Indicative Recruitment Timeline

Closing Date: 27th August 2023

Shortlisting Date: W/C 28th August 2023

Interview Date: TBC

Useful Information:

The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. We strongly advise you to complete your application as soon as possible to avoid disappointment.

Equality

Richmond and Wandsworth Councils are committed to making our recruitment practices as inclusive as possible for everyone. We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services.

We are proud to be a Disability Confident employer.

The application process for this campaign will be anonymised.

Important Information:

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS). The Disclosure and Barring Service (DBS) helps employers make safer recruitment decisions and prevent unsuitable people from working with vulnerable groups, including children. It replaces the Criminal Records Bureau (CRB) and Independent Safeguarding Authority (ISA).