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About the Role:

Our Customer Services team is the first point of contact for all customers contacting the council - whether they get in touch via the telephone, a web form or web chat, social media, or in-person. More than this though, you’ll answer questions and enquiries on behalf of a variety of different services and make decisions for our back-office teams.

Whether you are supporting customers on the phone, replying to social media comments or meeting customers in the Maidstone Link, you’ll handle it all with exceptional levels of service. You’ll play a big part in helping us develop our social media and digital presence too - providing digital support, sometimes to customers who are resistant to new technology, as well as identifying any issues in the process and working with the Digital Team to ensure improvements.

About You:

You will be qualified to GCSE level, holding 5 subjects grade A-C/4-9 including Maths and English. Ideally you will also hold a recognised qualification in Customer Services.

You will have experience of working in a telephone Contact Centre or working with challenging customers over the telephone and used to handling complaints.

It’s a role that will put your multi-tasking skills to full use, as you manage a high-volume of contacts across a full range of channels – so organisational skills will be essential too. What’s more, you’ll need to be IT literate and confident explaining digital processes to people clearly. Excellent communication, people and team-work skills will all be needed. Even more importantly, you’ll share our commitment to customer service.

The Council considers this to be a customer focused role and the ability to converse at ease with customers adapting communication style to suit differing audiences and provide advice in accurate spoken English is fundamental to the role.

Selection Process:

Following the submission of your application form, it will be reviewed by the recruiting manager. Those that are successful in securing an interview can expect job specific interview assessments as well as an interview.

About Us:

Maidstone Borough Council is a confident organisation with ambition and aspirations to deliver high quality services to our residents and local businesses. We strive to make the borough an attractive place for all and secure a successful economy.

We continue to build on our strengths - assets, knowledge and expertise and our track record for innovation and improvement to create a financially sustainable future so that we can continue with our undiminished plans.

We will only achieve the results we are aiming for through the talents and hard work of all our people. You are encouraged to become part of our vision and in return you can expect support, training, and fair reward from us. We will give you the opportunity to develop the skills to do your job well and create a positive working environment where your ideas about improving how we do things are valued and we manage the changes needed for new ways of working well.

Our Offer:

A range of benefits including:

Maidstone Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employee and volunteers to share this commitment.

Maidstone Borough Council has a Sponsor License which enables successful candidates in eligible roles to be sponsored for work Visa purposes.

For further information or to discuss this opportunity in more detail, please contact Louise Goodsell, Customer Services Manager on 01622 602655.

Job Description and Person Speification

Interviews: Thursday 27 April 2023