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Customer Services Advisor
4 months ago
Job reference
001798
Date posted
16/03/2023
Application closing date
16/04/2023
Location
Maidstone
Salary
Grade 5 - starting salary £22,160 Career progression scheme with the opportunity to work towards a Grade 6 - £25,158 (Pro-Rata)
Package
Blank
Contractual hours
Blank
Basis
Blank
Job category/type
Customer Services
Attachments
Blank
Job description
- About the Role:
Our Customer Services team is the first point of contact for all customers contacting the council - whether they get in touch via the telephone, a web form or web chat, social media, or in-person. More than this though, you’ll answer questions and enquiries on behalf of a variety of different services and make decisions for our back-office teams.
Whether you are supporting customers on the phone, replying to social media comments or meeting customers in the Maidstone Link, you’ll handle it all with exceptional levels of service. You’ll play a big part in helping us develop our social media and digital presence too - providing digital support, sometimes to customers who are resistant to new technology, as well as identifying any issues in the process and working with the Digital Team to ensure improvements.
About You:
You will have experience of working in a telephone Contact Centre or working with challenging customers over the telephone and used to handling complaints.
It’s a role that will put your multi-tasking skills to full use, as you manage a high-volume of contacts across a full range of channels - so organisational skills will be essential too. What’s more, you’ll need to be IT literate and confident explaining digital processes to people clearly. Excellent communication, people and team-work skills will all be needed. Even more importantly, you’ll share our commitment to customer service.
The Council considers this to be a customer focused role and the ability to converse at ease with customers adapting communication style to suit differing audiences and provide advice in accurate spoken English is fundamental to the role.
Selection Process:
About Us:
Maidstone Borough Council is a confident organisation with ambition and aspirations to deliver high quality services to our residents and local businesses. We strive to make the borough an attractive place for all and secure a successful economy.
We continue to build on our strengths - assets, knowledge and expertise and our track record for innovation and improvement to create a financially sustainable future so that we can continue with our undiminished plans.
We will only achieve the results we are aiming for through the talents and hard work of all our people. You are encouraged to become part of our vision and in return you can expect support, training, and fair reward from us. We will give you the opportunity to develop the skills to do your job well and create a positive working environment where your ideas about improving how we do things are valued and we manage the changes needed for new ways of working well.
Our Offer:
A range of benefits including:
- Invitations to staff events to celebrate success and support wellbeing that include holistic therapies and outdoor activities
- Employee Assistance Programme which provides confidential & independent information and access to councillors
- Local Government Pension Scheme (LGPS)
- Life Assurance - three times your annual salary (for members of the LGPS)
- Generous holiday entitlement with the option to buy additional leave
- Season Ticket Loan - to help with the cost of your rail/ bus journey, to & from work
- Lease car salary sacrifice scheme allowing you to lease a brand-new car. The monthly fee includes insurance, servicing and road tax.
- A wide range of flexible working opportunities
- Annual flu vaccine
- Cycle to work scheme
- Staff benefits discounts on leisure, eating out, holidays and shopping
- Excellent learning and career opportunities for committed individuals
- A professional fee payment, if required for the role
Maidstone Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employee and volunteers to share this commitment.
For further information or to discuss this opportunity in more detail, please contact Louise Goodsell, Customer Services Manager on 01622 602655.
Job Description and Person Speification
Interviews: Thursday 27 April 2023
