Customer Service Adviser

WMJobs; Dudley; On-site; GBP 27,000 - 29,000; Full time

Job summary

Dudley Metropolitan Borough Council is seeking Customer Services Advisors to provide contact centre service delivery and guidance on council services. The role includes interviewing customers by phone, in person, or electronic means to determine eligibility and raise service requests.

Hours are 37 per week with shifts Monday to Friday; the salary is Grade 5 (£27,274–£29,071). Location is variable around the Dudley Borough.

Qualifications

• Excellent numerical and communication skills.
• Strong IT literacy to operate multiple computer systems.
• Ability to learn from regular updates to procedures.
• Experience delivering customer service in a pressurised, target-driven environment.

Responsibilities

• Interview customers by phone, in person or electronically to determine needs.
• Research issues and provide solutions, take payments and raise service requests.
• Calculate benefit entitlements and arrange complex payments.
• Switch between skills and tasks to respond to changes in business needs.

Skills

Numerical skills

Communication skills

IT literacy

Adaptability

Job description

Dudley Metropolitan Borough Council,

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.

Tasks include calculating benefit entitlements and making complex payment arrangements - excellent numerical and communication skills are required. The ability and confidence to switch 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.

NB: We reserve the right to close vacancies prior to their advertised date if we receive a large number of applications.

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.

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

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.

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