Customer Service Adviser

Hurst Green; Dudley; On-site; GBP 25,000 - 35,000; Full time

Job summary

Dudley Council is seeking Customer Services Advisors to provide contact centre service delivery and guidance on council services. You may interview customers by telephone, in person or by electronic means to determine eligibility, establish needs, clarify details and raise service requests.

Roles involve working in the Dudley Borough with shifts Monday to Friday and core hours 08:30 to 17:15. Workplace attendance is 3+ days a week or onsite full-time, with eligibility to work in the UK and no

Qualifications

• Excellent numerical and communication skills are required.
• Strong IT literacy will enable you to operate multiple computer systems.
• Your ability to learn will be pivotal with regular service, legislative, policy and procedural updates.

Responsibilities

• Interviewing customers over the telephone, in person or by electronic means to determine eligibility, establish customer needs, clarify details and research issues to provide solutions, and raise service requests.
• Practice high standards of customer service in a pressurised and targeted environment.
• React to change and respond to business needs with keenness and flexibility.

Job description

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Customer Services Advisors provide contact centre service delivery and comprehensive information and guidance on council services.

Location: Variable around the Dudley Borough, covering different locations.

Shifts are set according to business need from Monday to Friday. Core business hours are 08:30 to 17:15.

Dudley Council Plus is the council’s corporate contact centre, dealing with thousands of service requests, enquiries, claims and negotiations every day.

Customer Services Advisors are multi-skilled, delivering many services in a pressurised and targeted environment.

No one task is the same. You may be interviewing customers over the telephone, in person or by electronic means, determining eligibility, establishing customer needs, clarifying details and researching issues in order to provide solutions, take payments and raise service requests.

Tasksinclude calculating benefit entitlements and making complex payment arrangements - excellent numericaland communication skills are required. The ability and confidence toswitch between skills and tasks and respond to regular change is essential.

Strong IT literacy will enable you to operate multiple computer systems.

Your ability to learn will be pivotal with regular service, legislative, policy and procedural updates.

Are you enthusiastic about providing high standards of customer service to our diverse community? Can you remain calm and work accurately under pressure? Can you react to change and respond to business needs with keenness and flexibility? If you have suitable skills, experience and flexibility.

JobWorkplace Attendance: Working in the office 3+ days a week (pro-rata) or Onsite full time

So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates . Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process, please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application .

Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough .

All applicants must be able to provide documentation to prove their right to work in the UK.

Please note: Dudley MBC does not currently offer sponsorship for candidates without the Right to Work in the UK.

Dudley Council will check the information that you have provided against any details already held for accuracy and completeness . The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so .