The Role

Customer Service Advisers (Student Casual workers)

• Are you studying and looking for part time work?
• Do you want regular work experience working for a local authority or in a Customer Service environment?

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

Location

• Office based in Civic Centre, York Street, Twickenham, TW1 3BZ

Salary  

• £13.97 hourly rate
• Due to nature of work only - Students aged 18 years plus.

Flexible working

• Minimum average 6+ hours per week over 1-2 shifts.
• Additional hours can be agreed upon requested including during half terms and summer holidays
• Set shifts patterns agreed in advance to match your availability and business needs within normal working hours Monday - Friday 9:00-5:00 (No weekend or Bank holiday working)

Come and meet us if you would like to find out more only via webinar and later on-site open day. Please register your interest for our webinars or open day via email

To register interest or if you have any initial questions, contact Simon at simon.batchelor@richmondandwandsworth.gov.uk

We are recruiting for Customer Service Adviser roles for Richmond and Wandsworth Council within customer service, providing excellent customer care either on the phone or in person.  You will also undertake reception duties on a rota basis. 

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.

This is an excellent opportunity if you would like to develop your skills in business and administration or working with the general public on the frontline, supporting their everyday needs. You will be working in our modern friendly offices in the centre of Twickenham.

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 chat. 
• 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.
• Ability to demonstrate a flexible and co-operative approach towards changing business needs. (i.e. from time to time we may ask you if you are able to cover absenteeism)

We offer.

• Competitive pay currently £13.97 hourly rate
• Fully paid training at same pay rate per hour.
• Flexibility - Ideally 2 shifts per week is required minimum 3 hours per shift (full days also possible)
• Experience of working in an office within a supportive team and onsite manager support.
• Experience of working with the public in a front facing role
• Experience working in the public sector and access to a multiple range of opportunities within our organisation.

As a key member of the busy Customer Service team, you will have the ability to deal with a wide and diverse range of enquiries to a high standard of customer service covering all areas of the Council’s business. 

We are particularly interested in hearing from students who have -

• Excellent spoken and written English

You will be answering questions and resolving enquires from the general public about Council services.

• Excellent communication skills

Key is need for patience and understanding.

• Ability to multi-skill

Across multiple different council services and contact channels. Initially waste, parking and switchboard calls – our largest call volumes and the less complex services we deal with.

• Ability to work flexibly and within a team environment

Working as part of a large and diverse team

Full training given and supported by on-site Managers

• Previous essential experience of working with the public (e.g. in a shop, bar, café, restaurant) is desirable but not essential.

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.

Please note that the advertised dates for interviews may change due to the current Covid-19 situation. If they do, we will let you know as soon as possible. Your health and wellbeing is our top priority. Should you become unwell due to Covid-19 during the recruitment process we would very much appreciate receiving an update from you as soon as possible.

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.

Important Information:

Richmond and Wandsworth Councils are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment

Richmond and Wandsworth Councils