About Us

Job Title: Customer Service Advisor

Salary Range: £28,224 - £34,200 per annum

Permanent Full Time

Join our dynamic contact centre team and be the frontline of our customer service excellence! We're looking for enthusiastic individuals who are passionate about providing outstanding customer support.

Job Introduction

For many residents the Customer Services team are both face (and voice) of the Council. As a key member of the busy Customer Service team, you will handle and resolve a wide and diverse range of enquiries to a high standard of customer service covering all multiple council services and supporting many vulnerable residents in accessing key council services like Waste collections, Parking or Council tax.

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 Housing benefit or bin collection, you will need to provide positive assistance in a clear, articulate, empathetic manner. 

Location - Civic Centre, 44 York Street, Twickenham TW1 3BZ

• Due to level of support and training this is an office-based role and homeworking will only be considered after a successful six-month probation based on job performance.
• Post-probation, the potential for homeworking can be considered but key is a balance of in-office and the flexibility of working from home and is based on job performance.

Salary - Starting pay grade scale 5 - £28,224

• Salary may be negotiable within the pay scale if the successful applicant has extensive local authority experience or service-specific knowledge or experience. 
• Linked grade increases are possible post probation based on job performance and multiskilling efficiency.
• Experience with handling Council tax and Housing Benefit enquiries would be beneficial if possible but not essential.

Working hours: 

• Full time - Monday-Friday 8:50-5:00 36 hours per week (closed public bank holidays)
• Part-time - Part-time applicants welcomed (Minimum 20 hours per week).
  1. Monday working for part-time staff is always required
  2. The working day can be a full day or part day (minimum of 4 hours per day).
  3. Part time hours need to be within Monday-Friday 8:50-5:00
  4. Part-time hours are negotiable but must meet the business needs.

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 

Recruitment timetable

• 
  
  • Closing Date for applications - 14 August 2024
  • Stage 1 - Telephone interview with test - 14 August  – 26 August 2024
  • Stage 2 - Formal in person interview with test - 27 August – 9 September 2024

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 just let us know in your application or at any stage throughout the process (and beyond) if these are options you’d like to explore. 

Annual leave - We also offer a generous holiday allowance of 40 paid days (pro rata) 32 days annual leave plus 8 bank holidays and a wide range of learning and development opportunities.

Staff benefits - In addition, we offer a range of staff benefits including;

• Membership of the Local Government contributory pension scheme
• Childcare vouchers
• New technology scheme
• Cycle2Work and Car Maintenance schemes
• Interest-free loans on annual travel cards and Season ticket loan
• Discounts at many leisure activities, restaurants, shops, and other establishments.

Useful Information: 

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, if you require any reasonable adjustments throughout the recruitment and selection process, please let us know. 

We are also committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expects all staff and volunteers to share this commitment. 

We offer a wide range of benefits designed to attract, develop, and reward our employees such as 40 days annual leave (including Bank Holidays), flexible working and a generous pension plan. For more details click here

Richmond and Wandsworth Councils