Customer Service Adviser

We Manage Jobs(WMJobs); Dudley; On-site; GBP 27,000 - 29,000; Full time

Job summary

Dudley Council is seeking Customer Services Advisors to provide contact centre service delivery and guidance on council services. The role involves handling enquiries, determining eligibility, raising service requests, and taking payments.

You will work in a largely office-based setting around the Dudley Borough, 37 hours per week, with shifts Mon-Fri 08:30-17:15. Strong numeracy, IT literacy and calm under pressure are essential.

Qualifications

• Excellent numerical and communication skills are required.
• Strong IT literacy to operate multiple computer systems.
• Ability to learn quickly and adapt to regular policy updates.

Responsibilities

• Interview customers by telephone, in person, or electronically to determine needs and raise service requests.
• Calculate benefit entitlements and arrange complex payments as required.
• Provide information, guidance and solutions on council services to a diverse community.
• Maintain accurate records and respond to changes in policy and procedures.

Skills

Numerical skills

Communication skills

IT literacy

Learning agility

Working under pressure

Job description

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.

Hours: 37 per week.

Salary: Grade 5 - £27,274 - £29,071

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 we welcome your application.

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.

If you requiresupportcompleting an online or paper application form and or interview techniques, please contact Dudley Adult and Community Learning on 01384 818 143 or [e-mail] who cansupportwith Digital Skills and Job Applications.

If you have a disability and require assistance in making an application please contact the HR Resourcing Team via [e-mail]

If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance https://help.wmjobs.co.uk/

If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via [e-mail]

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 internal 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.

The Council’s full Privacy and Disclaimer Statement can be accessed on the website at https://www.dudley.gov.uk/privacy-disclaimer-statement/

N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications

#LI-DMBC2019

Attached documents
Employee Benefits List.pdf
DCP Cusomer Service Adviser JD and PS.docx