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Permanent Contract | 37 hours per week | £21,575 to £21,968 per annum (Grade D) | Norwich

Norfolk County Council’s Customer Service Centre (CSC) is the first point of contact for our customers.

Our Customer Service Centre is proud to hold the nationally recognised Customer Service Excellence Award. It is our aim to become the best performing council in the country for customer service. To achieve this, we are looking for highly motivated and process led individuals to join our expanding team.

If you’ve got a customer service or relevant retail background, then you’ll know what makes for a great customer experience – excellent communication and a desire to resolve customer queries at the first point of contact.

We deal with a diverse set of services ranging from Adult Social Care to Highways to Registrars to Library Services. We have over 20 skillsets (and growing) in our department. Over a period of time, you will receive full training to become a multiskilled agent.

The core working hours are Monday to Friday 8:55am to 5pm. This is currently a Hybrid Position with a mix of office based and remote working from home. We ask that you have in place good Broadband connectivity and can work privately.

If you thrive in a fast-paced, ever-changing work environment and are eager to expand your career horizons, this role is tailor-made for you. By joining our team, you will have the chance to develop your skills while also contributing to the growth and development of the department.

We are looking for people who:

• Have experience delivering excellent customer service.

• Are comfortable engaging with a diverse network of people via telephone, including people who are vulnerable or at crisis point.

• Can follow a defined process.

• Have good attention to detail and excellent data entry skills.

• Can use a variety of different systems while on the phone to the customer.

• Have a service improvement mind-set, wanting to make things better for our customers.
  

If you have answered yes to all the above, then we would love to hear from you.

We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely. We ask that you have in place good Broadband connectivity.

Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle using your @norfolk.gov.uk or @nccal.ac.uk email address.

Before you apply please see the full job description and person specification in the below link – this will help you to shape your application to demonstrate how you meet the criteria for the role.

Job description and person specification

You can also find out about the rewards and benefits we offer as well as our other terms and conditions.

These are some benefits you can enjoy by working for Norfolk County Council:

• Competitive salary
• Generous holiday entitlement with the ability to buy and sell leave
• Health and Wellbeing services including fast-track physiotherapy and a free counselling service
• Flexible working opportunities including flexi-time, part time, remote and hybrid working – dependent on your job role and business need.
• Financial benefits such as:
  • ‘ Norfolk Rewards’ our employee discounts programme which helps you save money on almost anything, from everyday groceries and clothes, to holidays, new technology, gym membership, trips to the cinema and days out.
  • A Blue Light card for Fire Service and Social Care Workers
  • Relocation expenses paid upfront (where applicable)
  • An advance of your expenses if you travel for work
  • Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions .
  • A payment if you refer someone you know to a hard to fill job.
  Tax efficient ways of getting extra pension, new bikes and electric cars.
  

Closing date: 22 August 2023