Customer Service Adviser

Derby City Council; East Midlands; Hybrid; GBP 20,000 - 30,000; Full time

Benefits offered by this job

LGPS pension

Team Derby Rewards

Tusker Car Benefit Scheme

Generous annual leave

Hybrid working arrangements

Flexible retirement options

Volunteering leave

Job summary

Derby City Council is recruiting for roles that involve handling customer inquiries across multiple channels, using standard computer systems to provide information and assistance promptly. The successful candidate will be a good listener and clear communicator, capable of resolving issues on the first point of contact.

We value teamwork, flexibility in working patterns and the ability to stay calm in a busy environment while safeguarding confidential information.

Responsibilities

• Experience in using computer based software applications/databases, including windows PC packages to respond promptly to requests or to provide advice or information
• Experience in dealing with customers over the telephone, face to face and via electronic media
• Experience in dealing with customers, be a good listener and clear communicator who strives to resolve issues at the first point of contact
• Ability to work as part of a team and with minimum supervision and have a flexible approach to working patterns
• Experience in working within a busy and fast paced environment whilst remaining calm and professional
• Have an appreciation of and commitment to maintaining confidentiality

Job description

Responsibilities

• Experience in using computer based software applications/databases, including windows PC packages to respond promptly to requests or to provide advice or information
• Experience in dealing with customers over the telephone, face to face and via electronic media
• Experience in dealing with customers, be a good listener and clear communicator who strives to resolve issues at the first point of contact
• Ability to work as part of a team and with minimum supervision and have a flexible approach to working patterns
• Experience in working within a busy and fast paced environment whilst remaining calm and professional
• Have an appreciation of and commitment to maintaining confidentiality

At Derby City Council, we're proud to deliver over 250 essential services that support our residents, communities and businesses. Guided by our vision to create an Inclusive, Green, Growing and Vibrant City, we put people at the heart of everything we do.

Where a DBS requirement is indicated at the top of this advert, the successful candidate will be subject to the appropriate Disclosure and Barring Service (DBS) check as part of our safer recruitment process.

Compensation and Redundancy

Where a Market Rate Supplement is indicated at the top of this advert, it is paid in addition to the basic salary and is subject to regular review. The supplement may be reduced or withdrawn and will reduce in line with incremental progression and pay awards. The Council has a legal obligation to consider suitable redeployment opportunities for employees at risk of redundancy. Consequently, this vacancy may be withdrawn before the advertised closing date if it is filled through the Council's redeployment process.

Equality, Diversity and Inclusion

Equality, Diversity and Inclusion At Derby City Council, we're committed to creating an inclusive workplace where everyone feels valued and can thrive. We welcome applications from people of all backgrounds and believe our workforce should reflect the diverse communities we serve. As a Disability Confident Leader, disabled applicants who meet the essential criteria for the role can choose to apply through our Guaranteed Interview Scheme. We are also proud to hold the Ministry of Defence Employer Recognition Scheme Silver Award, recognising our commitment to supporting serving personnel, veterans and their families. Members of the Armed Forces community, veterans and their close family members who meet the essential criteria are also eligible for our Guaranteed Interview Scheme.

Values

Our values shape how we work every day. We believe in Great People, One Team, we're Bold in embracing change, Strong in delivering for our communities, and We care about making a positive difference.

Why join Derby City Council?

At Derby City Council, you'll have the opportunity to make a real difference while building a rewarding career in an organisation that values, supports and invests in its people. Alongside the opportunity to help shape the future of Derby, you'll benefit from a comprehensive range of employee benefits, including:

Financial Benefits

• Local Government Pension Scheme (LGPS) - a secure, defined benefit pension with life cover
• Team Derby Rewards - discounts across a wide range of retail, leisure and lifestyle brands
• Tusker Car Benefit Scheme - a salary sacrifice scheme for leasing a brand-new, fully maintained and insured vehicle

Work-Life Balance

• Generous annual leave, starting at 27 days and rising to 32 days after five years' service (plus bank holidays, depending on your contract)
• The option to purchase additional annual leave
• Flexible and hybrid working arrangements for many roles
• Flexible retirement options, where eligible
• Support for colleagues with caring responsibilities

Learning and Development

• Learning and development opportunities, with regular career conversations to support your growth
• Leadership and management development programmes, mentoring and professional qualifications
• Modern workspaces designed to support collaboration, productivity and wellbeing

Health and Wellbeing

• Employee Assistance Programme, wellbeing support and a year-round wellbeing calendar
• Free annual flu vaccinations
• Cycle2Work Scheme and free cycle training

Community and Inclusion

• Up to 15 hours of volunteering leave each year
• Recognition through initiatives including the Here for Derby Awards and Long Service Awards
• The opportunity to join one of our Employee Networks, including LGBTQ+, Disabled Employees and Carers, Black, Asian and Minority Ethnic Employees, and Neurodiversity

At Derby City Council, we believe our people are our greatest strength. Whatever stage you're at in your career, you'll be joining an inclusive organisation where you'll be supported to develop, feel valued and make a meaningful difference to the communities we serve. Some benefits are dependent on your role, contract or length of service.