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Customer Service Advisor

4 months ago

Guildford, United Kingdom Guildford Borough Council Full time

If you have
- Excellent communication skills including written, on the phone and face to face
- Good level of computer literacy, to use multiple systems and platforms simultaneously
- A background in customer service
- The desire to help people sometimes in difficult situations

Then we may be the opportunity you are looking for. We need another advisor to join our newly restructured Customer Services team. You will be on the ground floor and an essential part of developing a dynamic and responsive team for the future. Answering all first contact into the council and providing the fastest and correct pathways to enable the council to optimise delivery of across all services.

Duties include answering our busy phone lines in a timely manner and recording the enquiry as appropriate on the relevant system. Call centre experience would be highly beneficial. You will also take similar enquiries received electronically via our website’s contact us or report it options and eventually when fully trained face to face on our reception desk.

You will need to be a trusted source of dependable information, touching the lives of strangers or repeat contacts in an important way, every day. Whether a customer is calling about a missed bin or having nowhere to sleep tonight, you will need to treat them with the same level of care and respect. It won’t always be easy. You will need to accept or decline requests in line with legislation, accepted responsibility or policy. With the right balance of empathy and resilience, you could gain and hone skills and experience to develop a great career for yourself.

Advisors are monitored and assessed on call and case quantity and quality. Meeting and maintaining targets set for individuals and the team is critical.

Full training will be provided throughout the six-month probation period.

Need an informal chat to decide call Team Leaders Jane Brown or Edmond Badger on 01483 445053

Interviews will include a basic electronic skills aptitude test, and a face to face interview.

Actual Salary from April 2023 is *£27,242*.

**Job Types**: Full-time, Permanent

**Salary**: £27,242.00-£30,176.00 per year

**Benefits**:

- Flexitime
- Store discount
- Work from home

Schedule:

- Monday to Friday
- No weekends

Ability to commute/relocate:

- Guildford: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Guildford

Reference ID: 10573

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