Customer Service Advisor

6 months ago

Taunton, United Kingdom Somerset County Council Full time

**Why should I choose Somerset Council?**
Good question.

Well, for a start, we’re a hugely ambitious council, committed to improving lives for the residents, communities and businesses of Somerset.

And that’s why we’re working so hard to build a sustainable organisation with a culture that rewards, values and recognises our staff, and gives everyone here the opportunity to grow and develop, personally and professionally.

If you’re looking for a place where your work truly matters - where YOU truly matter - we might be just right for you.

We also promote a healthy work-life balance and offer flexible working arrangements wherever possible, including working from home.

**What will I be doing?**
We are looking for Customer Service Advisors to join our award-winning Customer Contact Centre here at Somerset Council, in the Children’s team (previously known as Somerset Direct).

We’re working to improve the lives of children and families in Somerset - and you’ll be a key part of that. Your day-to-day work will involve:

- Taking safe guarding concerns from member of the public
- Discussing SEND and Inclusion queries
- Answering general questions eg how to access Free School Meals

**What kind of experience or qualifications do I need?**
Our focus is on ensuring that each customer gets a resolution to their query and are spoken to in a caring and polite manner. The service is incredibly busy and the nature of the work can be challenging and emotive so we need people who are resilient, empathetic, calm and professional. The ability to listen and understand customer needs in order to advise on the next steps is essential.

We offer ongoing support, training and guidance to help you be the best you can be. But it will really help if you:

- Have previous experience with any of our services on a personal or professional basis
- Good computer skills and be able to learn new systems
- Have an understanding of good customer service

Previous telephone experience is not essential but you must be able to demonstrate good customer service, enthusiasm to learn about our services, empathy and understand the confidential and sometimes difficult nature of the calls we take. Following your comprehensive training programme, you will be well supported by your manager and team with regular one to ones and coaching.

We’re proud to be here for the people of Somerset. And that means everyone in Somerset. An important part of this is ensuring that we are as diverse and inclusive as the people and communities we serve.

**What will I be offered in return?**
We are proud to offer an environment that is supportive and rewarding, working as part of a team who are passionate about the work they do to improve the lives of people in Somerset.

We offer great training and development opportunities, with supportive management. As well as this, we have some fantastic employee benefits available:

- We promote a healthy work-life balance and offer flexible working arrangements wherever possible, including working from home.
- Generous annual leave allowance, with the opportunity to purchase additional leave
- Staff discounts in gyms.
- Employee Assistance for the times you may need some support and a variety of employee wellbeing services.
- Auto enrolment onto our generous Pension Scheme and optional pension enhancement through our Additional Voluntary Contribution scheme.
- A Flexible Benefits Scheme via salary sacrifice to obtain a cycle for work and health screenings.
- My Staff Shop offering discounts in shops, online shopping, restaurants, cinema tickets, insurance benefits and more

**Anything else I should know?**
The role is a full time position (37 hours) based in our refurbished, modern offices in County Hall, in Taunton although we support a hybrid working model where a balance of both home and office working (an average of 2 days a week once trained) are welcomed as long as you have an area at home that you can work in dealing with confidential calls. Equally, if you prefer to be in the office that too is welcomed.

The Contact Centre is open 8.30-5pm Monday to Friday so you will work on a shift pattern within those hours.

The salary for this role is £12,968 to £24,054 per annum.

Job Reference: SCC04386

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