Customer Advisor

**_Do you have experience within customer service?_**

**_ Are you able to problem solve, offer correct advice and deal with empathy?_**

**_ Our Purpose_**

To provide a telephone service to customers in North and North East Lincolnshire. Telephone lines are open Monday to Friday 09.00 to 16.30

This is a fast paced environment and some customers can be in a challenging position. We aim to offer accurate advice, explain things in a way the customer can understand. Offer advice when needed and successfully deal with the call.

**_ Your Role_**

You will be part of the Local Taxation and Benefit Team. We cover North Lincolnshire and North East Lincolnshire

As a telephone advisor you will be the first point of contact for many customers accessing our services. You will receive full training from experienced officers and once trained they will be on hand for guidance and mentoring. Occasionally you will need to escalate the call or seek clarification. You will know where to signpost the customer for further help and information. There will be a lot of new things to learn so you will need to be organised and be able to retain the information.

**_ About You_**

You will have some experience of dealing with the public. You will be enthusiastic to learn and will be committed to delivering excellent customer service. You must be able to listen and record the information and decipher the relevant points. Accurate record keeping is essential. You’ll be a good listener but will also know when to intervene to wrap the call up. Have you got the skills and aptitude we are looking for?
- Think you can make a difference? We want to hear from you._

**_ Your Application_**

All applicants are advised to carefully read the information provided in the Role Profile and Person Specification.

**Key Dates**
Interview date: 1.5.24 and 2.5.24

**_ Working Arrangements_**

This role is a blended working role _(_the duties of the role may require a blend of home & office working in line with needs of the service)_

**_ What can we offer?_**

In addition to a generous salary package, there are many perks to enjoy when you are part of **_TeamNEL_**...

**As part of your RewardNEL package**, you will also have up to 26 days leave entitlement* (including bank holidays) and enrolment into a local government pension...

**As well as** access to our **_exclusive_**_ _**_RewardNEL_** platform.

This includes a variety of salary sacrifice schemes including Cycle2Work, Holiday Extra and Tusker (Car Lease), discounts at local coffee shops and bars, direct access to our inhouse wellbeing support, discounted car parking as well as instant access to new savings at major retailers, entertainment and hotels.

NELC staff can also benefit from flexible working and excellent training and development opportunities and a Fostering friendly scheme.

**_ Do you need support?_**

**_ About NELC_**
- At North East Lincolnshire Council, we have a unique ability to provide the ultimate work life balance for our employees. Situated within the award-winning coastal area of Cleethorpes and the beautiful Lincolnshire Wolds, North East Lincolnshire Council provide the perfect location for you to _Live, Work & Play_._

**_ Get to know us better_**
- Check out our _Council Plan_ and read about all of the exciting new developments we have in the pipeline._

**North East Lincolnshire Council is committed to being an inclusive employer, where **equality and diversity** is recognised, celebrated, and embodied throughout the organisation, becoming a workforce that represents all.**
- We regularly review data to ensure our recruitment processes are fair, transparent and promote equal opportunities for all. We also have an in-house Equalities Champions Group that works to promote and embed inclusivity in the workplace, helping us identify areas where we can take positive action, and make the organisation a safe space for colleagues to feel connected._