Customer Advisor

East Riding of Yorkshire Council; Hull and East Yorkshire; On-site; GBP 9,000 - 13,000; Part time

Benefits offered by this job

Mileage allowance

Guaranteed training

Job summary

East Riding of Yorkshire Council seeks a Customer Advisor to deliver council and library services across the East Riding. You will handle queries face-to-face, by phone and by email, including council tax, housing benefits, bulky collections and blue badge applications.

The role requires independent travel between sites within the network, supported by digital channels and self-service resources, for 18 hours per week with flexible hours.

Qualifications

• Passionate about working with people and delivering excellent customer care.
• Able to handle difficult situations calmly.
• Able to assist with council services and digital channels.
• Confident with technology and digital resources.

Responsibilities

• Provide council and library services with high-quality customer care.
• Handle enquiries ranging from council tax to bulky collections and blue badges.
• Deliver customer service face-to-face, by phone and via email.
• Promote use of self-service facilities and digital resources.

Skills

Customer care

Communication

Digital channels

Self-service

Team player

Flexibility

Tools

Microsoft Office

Job description

The job itself

Working Pattern or Days of work: Tuesdays, Wednesdays & Thursdays, daily hours to be confirmed at interview - primarily between the hours of 9am to 5.00pm, with the occasional late night until 6.45pm, there may also be the need to cover occasional Saturday mornings 9.15am -12.45pm.

Hours per week: 18

Place of Work: Peripatetic Team – base to be confirmed

Working for us

Do you enjoy working with people and enriching their lives? If so, this is an ideal opportunity for you to work in our Multi-Service Centres and Customer Service Centres, you will be part of a small peripatetic team that works across all the sites in the East Riding therefore will be expected to cover at all sites within the network.

The ability to travel independently is essential for this role, as you won’t have a fixed work base and will work in many different areas. A generous mileage allowance will be paid as appropriate.

Working as a Customer Advisor your role will be to provide council and library services to our customers ensuring the delivery of a high-quality customer transaction, enquiry and information service to residents. This includes dealing with queries that range from council tax and housing benefits through to requests for services such as bulky collections and applying for blue badges.

You will be:

• passionate about working with people in a customer-focused environment, communicating clearly and providing excellent customer care.
• able to deal with difficult and challenging situations effectively, keeping calm under pressure.
• able to deliver a high-quality customer service through face-to-face contact, by telephone and via email.
• able to advise customers on accessing council services by supporting the increased use of digital channels.
• able to assist with and promote the use of self-service facilities and information resources, people’s network computers, and library kiosks.
• confident in using technology and digital resources, and able to support a wide range of digital activities.
• enthusiastic about working with people of all ages and willing to be involved with children’s group activities such as Chatterbooks and Bounce & Rhyme; and adult groups such as Reminiscence and Knit & Natter; as well as online and outreach events.
• keen to promote a wide range of customer services including the library universal offers, the health agenda, and Making Every Contact Count.
• a team player with a flexible approach to your work.

This is an exciting role offering opportunities for you to demonstrate and develop your skills and knowledge, and a range of activities for you to get involved in.

The work is often physically demanding, involving lifting and moving around the workplace, and can occasionally be emotionally challenging when dealing with enquiries of a sensitive or demanding nature. It is also very rewarding and will give you the opportunity to work with and support a wide cross-section of the community.

We offer guaranteed training, strong team support, excellent rewards and a competitive salary.

Applicants will be required to provide evidence of qualifications if short-listed for interview.

Interviewees will be required to complete a digital skills test as part of the interview process.

The successful applicant will require a Basic DBS check.