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• Job Reference: CB01-1821
• Salary: £22,777 to £24,496 per annum fully inclusive (pro rata)
• A Local Weighting Allowance of £1002 is also payable
• Directorate: Chief Operating Officer
• Post Level: 4
• Hours of Work: 37 hours per week
• Location: Customer Service Centre, Observatory House
• The closing date for applications is: 28 April 2023
• Interviews will be held week commencing 8 May 2023

A basic DBS is required for this role.

How to apply

Please ensure you have read the full Job Description and Person Specification for the role to determine if your skills and experience are a good match.

• Please complete the Employment application form and upload an up to date CV. You may also upload a supporting statement or cover letter outlining the key skills and experience relevant to the role.
• Please refer to the Customer Service Advisor job description and person specification.

Main accountabilities of the role

To work as part of a multi-functional team, receiving enquiries by correspondence, face to face and telephone to the council’s Customer Service Centre, taking appropriate action to provide an efficient and effective service for the customer, seeking to maximum resolution of enquiries at first point of contact.

Provide an accessible and courteous service to all customers contacting the customer services team, in line with agreed standards.

What you will need to have

• Educated to GCSE level (minimum requirement of grade C for maths and English) or vocational equivalent qualification.
• Experience of working in a face to face or telephony customer focused environment.
• Experience of working within a pressurised customer service environment to achieve agreed service targets.
• Experience of working in a team.
• Experience of working with MS Office packages and customer management systems.
• Experience of working in confidential situations with customers in adherence to the Data Protection Act (DPA).
• Work with accuracy and precision in all areas, following instructions as required.
• Able to work as part of a team and build collaborative working relationships.
• Excellent listening skills.
• Good written and oral communication skills and the ability to demonstrate empathy.
• Good organisation and time management skills with a flexible and approachable attitude.
• Demonstrates an awareness of the importance of good customer service and the need to provide high quality services to internal and external customers.
• Ability to maintain a calm and professional manner at all times when dealing with internal and external customers.
• Knowledge and understanding of data protection, confidentiality, and freedom of information principles.

For an informal discussion about the post please contact Mohammed Ishtiaq, Operations Lead on 07860 261077.

We particularly encourage applications from Black, Asian and Minority Ethnic Candidates as they are currently under-represented in leadership positions.

We value diversity.