Customer Service Advisor

Cambridge City Council; Cambridge; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

An established industry player is seeking a Customer Service Advisor to join their dedicated team. This role offers a unique opportunity to assist residents in various situations, from everyday inquiries to more complex issues. As a key member of the customer service team, you will develop essential skills while providing valuable support to the community. The position allows for career progression and personal development, making it an excellent starting point for a fulfilling career in local government. Embrace the chance to make a difference in people's lives while enjoying a supportive and flexible work environment.

Benefits

Learning and Development Opportunities

Access to Local Government Pension Scheme

Flexible Working

Annual Leave Purchasing Scheme

Employee Assistance Programme

Cycle to Work Scheme

Generous Annual Leave

Gym Membership Salary Sacrifice

Discounts through Lifestyle Savings

Wellbeing Platform

Qualifications

• Strong customer service skills with the ability to handle diverse queries.
• Detail-oriented and highly computer literate.

Responsibilities

• Provide help and advice to customers with diverse queries.
• Build relationships and take ownership of customer needs.

Skills

Customer Service

Communication Skills

Problem Solving

Flexibility

Computer Literacy

Resilience

Education

High School Diploma

Job description

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Job Description

Role: Customer Service Advisor - Fixed Term 1 Year

The Role and About the Person you are looking for:

If you’re looking for a career in local government, join our customer service team!

The team:

We are the lifeblood of Cambridge City Council’s workforce; our advisors are routinely promoted to positions in all teams across the Council, including housing, council tax, transformation, environmental services, elections, and housing repairs. Joining our team is a good first step in achieving your career goals, as the skills and knowledge you will gain working as a customer service advisor are valued in every team across the council.

The role:

Our team is crucial to the residents of Cambridge, assisting them with a variety of situations. During a typical day, you could help someone who has found a dog, or assist a tenant who has lost a roof tile, alongside dealing with noisy neighbours, home improvement plans, and runaway cows.

This role can evolve into hybrid working; advisors help customers face-to-face at our offices in central Cambridge, as well as supporting residents by telephone, email, and web chat. Training also needs to be completed in person at our offices.

It is a challenging role, with continuous demand for our services. Some customers may have mental health conditions or face life-changing housing situations, so the ability to remain calm and helpful in difficult circumstances is essential.

What You’ll Be Doing:

As a Customer Service Advisor, you will provide help and advice to customers with diverse queries, demonstrating your ability to build relationships, take ownership, and make decisions for their benefit. You will work in partnership with all services within the Council to keep the customer journey at the forefront.

About You:

You need to be flexible, adaptable, highly computer literate, and detail-oriented. Resilience and the ability not to take offense are key attributes. If you have these skills and want a career in local government, apply today.

Love customer service roles and want to progress? Our career grade programme supports your development. Demonstrate your achievements through examples of skills gained or exceeding customer expectations, and you could be considered for progression within the team.

The successful applicant will be required to undertake a Basic Disclosure check.

What we can offer:

• Learning and development opportunities
• Access to the Local Government Pension Scheme (LGPS)
• Additional Voluntary Contribution (Shared AVC) Scheme
• Agile and Flexible working
• Annual leave purchasing scheme
• Salary progression and awards
• Employee Assistance Programme
• Cycle to Work Scheme
• Family-friendly policies
• Flexible Bank Holidays
• Free swimming at CCC pools
• Generous annual leave (25 days, rising to 30 after 5 years, plus 8 public holidays)
• Gym Membership salary sacrifice
• Home & Electronics salary sacrifice
• Discounts through Lifestyle Savings
• Professional Membership Fees paid for, depending on role
• Relocation Assistance (in approved cases)
• Staff reward and recognition
• Subsidy for public transport
• Wellbeing platform

Hours: Full-time, 37 hours per week

Working Pattern: Monday to Friday

Contract: Fixed Term 1 Year

Salary: £28,624 to £31,067 per annum

Location: Mandela House, Cambridge

More Information: Links available for Staff Pay and Benefits, Working for the Council, Values & Behaviours, Equality & Diversity, and People & Culture Strategy.

For an informal chat, contact Ilona Balfe at 01223 458671 or [e-mail]

Application Process: Complete an online application below. Internal candidates can apply via Employee Self-Serve (ESS).