Customer Service Advisor

You can also see our full list of employee benefits on our careers site here: Why you should work for us | West Northamptonshire Council.

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Join our Customer Service Centre team and play a crucial role in maximising the resolution of customer inquiries at the initial point of contact. We're committed to achieving key objectives, including resolving up to 80% of queries on the first interaction, enhancing customer satisfaction, and minimising the need for customers to make repeat calls in pursuit of resolution or action. Your contribution will make a direct impact on our commitment to delivering top-notch customer service

The Customer Service Advisor Will Be The First Point Of Contact For All Of The Council's External Customers, With Enquiries/issues Related To The Following Service Areas

• Adult Social Care
• Community Occupational and Assistive Technology
• Children's Social Care for all across Northamptonshire
• Births, Deaths & Marriages
• Blue Badge
• General Enquiries
• Housing & homelessness
• Councillor / MP Enquiries
• Early Years
• Schools & Education Services
• Adult Learning
• Free School Meals
• Highways
• Libraries
• Council Tax and Benefits
• Waste
• Elections
• Building Control and Planning

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Your primary work location will be one of the following: One Angel Square (Northampton), The Forum (Towcester), or The Abbey Centre (Daventry). However, you may occasionally be required to travel to other locations based on business needs
Working Alongside Our Colleagues In Customer Services, You'll Support

• Resolving at least 80% of customer queries by telephone, face to face and email, only forwarding / escalating to others in exceptional circumstances.
• Assessing, analysing, interpreting and recording customer needs using appropriate skills and technology, to enable customer issues to be resolved and a database of customer needs and contact to be developed
• Resolving complaints/concerns at the first point of contact, where possible, minimising the need to escalate to the Customer Feedback Team for investigation.
• Continuously seeking to improve the service offered to customers, proactively interpreting customer needs and suggesting improvements to service delivery
• Monitoring and assessing personal performance against targets, seeking support as necessary in order to deliver Customer Service Centre KPIs
• Sharing knowledge and information with colleagues, contributing to the team's ability to deliver continuous performance improvements
• Ensuring customers are regularly updated on the progress of their enquiry or service request as agreed at point of contact (where applicable).
• Proficiency in the use of all technology deployed in the Customer Service Centre to help facilitate an excellent customer experience
• Demonstrating awareness/understanding of equal opportunities and other people's behavioural, physical, social and welfare needs.
• Ensuring that reasonable care is taken at all times for the health, safety and welfare of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the department.
• Carrying out any other duties which fall within the broad spirit, scope and purpose of this job description and which are commensurate with the grade of the post.

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You don't need experience across all aspects of the job as that will form part of your development journey, but you will need experience of working in a team and in a customer focused environment as this is the central to the role.

You'll need to have a solutions driven and adaptable approach to working, thrive in a busy environment with a positive approach to challenges

Ideally you will have previous experience of working in a customer based Face to Face and Contact Centre environment. You will be able to smoothly manage different processes whilst being able use your own initiative to 'think outside of the box'.

If you've got experience within West Northants Council , that's great, but not essential; being adept at building relationships with key hiring managers and quickly developing an understanding of customer excellence is most important.

Please note that this position is not eligible for visa sponsorship.

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