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Customer Services Adviser

4 months ago

Sutton, United Kingdom London Borough of Sutton Full time

**Customer Services Adviser**:
**Employer**
- Sutton Council

**Location(s)**
- Sutton

**Contract Type**
- Fixed Term

**Length of Employment / Contract End Date**
- 12 months

**Working Hours**
- Full Time

**Grade**
- 5

**Hours Per Week**
- 36

**Salary Range**
- £28,269 - £30,699 (£31,731 unconsolidated maximum)

**Salary Basis**
- Per annum

**Leave Entitlement**
- 25 days

**Application Deadline**

16/04/2023, 23:55

**Anticipated Interview Date(s)**
- 25 & 26th April 23

**About the Borough**

In Sutton, there is much for us to be proud of both as a council and as a borough. This includes high levels of resident satisfaction, the quality of our services, our success in addressing our financial challenges to date, the way that we involve and engage with residents on key issues facing the borough, and the enthusiastic and motivated staff that we employ.

Looking ahead, there are plans for the delivery of new homes and new schools and the London Cancer Hub is being developed, while the Council is also seen as a driving force within the South London Partnership of five outer south west London boroughs focused on strategic growth, regeneration and investment.

All of this demonstrates a good track record and an authority that is ambitious and set to deliver more improvements for the borough. We've set out our vision for the future of Sutton in our corporate plan - Ambitious for Sutton. This strategic plan will shape the outcomes we achieve, the services we provide, and the impact we have on residents, to make Sutton a great place to live, work and raise a family.

Situated in Zone 5, Sutton is less than 30 minutes by train from central London, and south and south west London are easily accessible by public transport. There are 10 train stations which serve key neighbourhoods within the borough providing direct connections to London Victoria, London Bridge, London Blackfriars and St Pancras International. Sutton also has direct rail connections with Epsom, Dorking, Guildford and Horsham, as well as Wimbledon for an interchange with the London Underground and West Croydon for the London Overground. There’s also an extensive road network which provides close and easy access to the M25 and M23.

**About the Role**
- To work as part of a multi-skilled team delivering effective and consistent customer service over the phone, online and in person. To maintain and update service request information on the CRM system, providing updates to customers and service areas.
- To proactively and sensitively resolve customer complaints and issues at the earliest opportunity, recording and escalating through the formal process where appropriate.
- To follow standardised processes for service request reporting according to the nominated department’s guidelines; logging, processing and progress-chasing customer enquiries, escalating where appropriate, to provide a final resolution.
- This role involves ongoing contact with residents requiring advice and support for a variety of reasons, who are sometimes in difficult and stressful circumstances.

**About Us**

Customer Experience is a front line team supporting LBS & RBK as a shared service. It is the first point of contact for a high number of council services through face to face, telephone, online and social media.

We work collaboratively with colleagues and partners, recognising that everything we do is for the benefit of our residents.

**About You**

To be successful for this role you will need to be:
Experience of working in a customer-focused environment and achieving successful outcomes in the delivery of services that meet customer needs.
Preferably (not essential), have experience working within local authority.
Able to work effectively under pressure, organise priorities and in a ‘lone working’ environment
Be confident using multiple IT software systems at a fast pace.
Excellent written and verbal communication skills

**Our Offer To You**

As an organisation that values and nurtures talent, we’re committed to helping you fulfil your potential and will offer you a supportive, friendly and collaborative environment to grow and develop your career and skills. We’re constantly striving to improve our ways of working so putting your ideas across - however big or small - will be fully encouraged and supported by your colleagues and our dynamic and experienced management team.

In addition, we offer a modern and flexible working environment for our staff, supported by our IT infrastructure, including Google Chromebooks and Google Apps.

Employees have access to a wide range of benefits, some of which include:

- Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
- Flexi-time (Please note, this applies to roles at grades 1-9 only)
- Comprehensive learning and development programme
- Local and national discounts for shopping, eating out and leisure activities
- Interest free season ticket loans
- Local Governm