Contact Centre Advisor (Cross Skilled - Housing)

Cornwall Council; Tolvaddon Downs; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A local government authority in England is looking for a part-time Customer Contact role. This position offers 20 hours of work per week in a hybrid model, blending remote work with in-office presence. The successful candidate will provide excellent customer service, specifically in housing queries, ensuring every contact counts. Training and support are provided, making it an excellent opportunity for those passionate about customer service. Competitive salary and benefits are included.

Benefits

Competitive salary

Defined benefit pension scheme

Generous annual leave entitlement

Employee health and wellbeing programme

Discounts on goods and services

Qualifications

• A passion for customer service with a drive to ensure every customer contact counts.
• Ability to work in a fast-paced environment with a 'can do attitude'.
• Understanding of what makes an outstanding customer journey.

Responsibilities

• Help customers with queries predominantly concerning housing and other council services.
• Ensure the delivery of quality information and advice.
• Promote customer service excellence in line with the customer promise.

Skills

Customer service

Positive attitude

Adaptability

Stress management

Job description

This is an exciting opportunity for one part time, permanent positions in the Contact Centre.

The role is in a fast paced, interesting and ever-changing environment where there is a great team spirit and staff have the opportunity to develop and learn new skills.

The role is a hybrid role, where you will work both from home, and occasionally from our office base in Tolvaddon.

The Role:

If you like speaking to customers and go above and beyond to provide excellent customer service, then this is the role for you.

The main responsibility of this role is to help customers that contact the council with queries predominantly concerning Housing, along with many other services the Council offer. Cornwall Council's ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.

If you have a passion for customer service with a pro‑active, positive attitude, are adaptable and can operate under pressure whilst remaining calm then apply for this job and join our team.

As a member of the Customer Contact Team this role is vital in achieving the highest standards of customer service, ensuring the delivery of quality information, advice and promoting customer service excellence in line with the customer promise and philosophy.

Training covering all aspects of this role is provided by an experienced training team to ensure that staff have all the skills are required to be successful in the role. Ongoing support and mentoring is also provided once the initial training has been completed.

This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies.

This position will be subject to a basic criminal record disclosure check.

Working Pattern:

The role is 20 hours a week working Monday - Friday between the hours of 09:00-17:00. The ability to offer flexibility in line with customer demand is essential.

What you'll need to succeed:

A passion for customer service and a drive to make sure that every contact from a customer counts. You must be able to work in a busy environment and have a "can do attitude" with an understanding what makes an outstanding customer journey.

• a competitive salary.
• a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions
• a generous annual leave entitlement with the potential to purchase additional leave.
• A national award‑winning employee health and wellbeing programme
• Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services.