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Customer Service Advisor

Please Note: The application deadline for this job has now passed.

The Role

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

Do you have experience of working in a customer service environment, excellent communication skills and an ability to demonstrate a flexible and co-operative approach towards changing business needs

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. 

All current vacancies are in the corporate contact centres.

After the initial shortlisting, next stage for those shortlisted will be a phone interview stage and then the final stage a formal interview (please note video formal interviews may be put in place to support social distancing.)

 

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.
  • Experience of working in a customer services environment is beneficial.

 

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 

Working hours

Full time

36 hours per week

  • Monday-Friday 8:50-5:00

 

Part-time

Part-time applicants welcomed (minimum 20 hours per week).

  • Part-time hours are negotiable but must meet the business needs within core hours 8:50-5:00
  • The working day can be a full day or part day (minimum 4 hours per day).
  • Monday working for part-time staff is always required. 

Salary

Successful applicants will start at £23,187 (pro rata for Part-Time)

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

In addition, we offer a range of staff benefits including:

  • membership of the Local Government contributory pension scheme
  • childcare vouchers
  • new technology scheme
  • interest-free loans on annual travel cards
  • discounts at many leisure activities, restaurants, shops, and other establishments.

Richmond and Wandsworth Councils are committed to making our recruitment practices as inclusive as possible for everyone including redacted names at the shortlisting stage to minimise unconscious bias.

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 a Disability Confident employer.

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

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