Customer Service Advisor

Cambridge City Council; Cambridge; Hybrid; GBP 32,000 - 38,000; Full time

Benefits offered by this job

Learning & development

LGPS access

Flexible working

Annual leave 25–30 days

Public holidays

Employee wellbeing

Staff rewards

Professional membership fees paid

Cycle to work

Gym membership

Home & Electronics

Discounts & savings

Free swimming

Transport subsidy

Job summary

Cambridge City Council is seeking a Senior Customer Service Advisor to provide help and advice to residents across a wide range of queries. The role supports customers face-to-face in central Cambridge offices as well as by telephone, email and web chat, with training delivered in-person at the offices.

You will work with multiple services within the Council to keep the customer journey at the forefront, requiring flexibility, strong computer skills and a calm, resilient approach to support

Qualifications

• Experience in customer service, preferably in local government.
• Ability to build relationships, take ownership and use initiative.
• Flexibility, adaptability and strong computer literacy.

Responsibilities

• Provide help and advice to customers with diverse queries and situations, building relationships and taking ownership for the customer journey.
• Work in partnership with all Council services to keep the customer journey at the forefront of service delivery.
• Remain resilient, adaptable and detail-oriented; demonstrate calmness in challenging circumstances.
• Support customers across face-to-face, telephone, email and web chat channels and complete required in-person training.

Job description

The Role and About the Person you are looking for:

If you're looking for a career in local government then 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.

Our role Our team are crucial to the residents of Cambridge, assisting them with a variety of situations. During a typical day you could begin by helping someone who has found a dog and end it with a tenant who has lost a roof tile, with a healthy dose of noisy neighbours, home improvement plans and runaway cows to fill your time in between! This role can evolve into a hybrid working; our advisors help customers face to face at our offices in central Cambridge as well supporting residents by telephone, email and web chat, training also needs to be completed in person in our offices. It is a challenging role, as there is continuous demand for our services. Additionally, as in all walks of life, some customers who need our support may have mental health conditions, or could be facing life-changing housing situations, so the ability to remain calm and continue to help customers who are in the midst of difficult circumstances is essential.

What you’ll be doing

As a Senior Customer Service Advisor, we will look to you to provide help and advice to customers with a diverse range of queries, questions, and situations so you’ll be able to demonstrate your ability to build relationships, take ownership and use your initiative to make decisions for the benefit of our customers. You will have the chance to work in partnership with all services within the Council and to keep the customer journey at the forefront of what we do.

Because not all days are the same, you need to be flexible and adaptable as well as having a high degree of computer literacy and attention to detail. Being resilient and not taking offense are key personal attributes the role requires, so if you have these skills and want a career in local government, apply to join our team today.

Love customer service roles and still want to progress?

Cambridge City Council is an Equal Opportunity employer and embraces diversity, creating an inclusive environment for all employees.

Our career grade programme will support you to do just that. Demonstrate your achievements through examples of where you have gained a new skill or gone above and beyond for our customers, you can be considered for progression within the customer services team.

The successful applicant will be required to undertake a Basic Disclosure and Barring Service (DBS) check.

Why join us?

As well as being part of a supportive team delivering meaningful work that directly impacts our communities, we offer a supportive and rewarding working environment along with a , including:

• Excellent learning and development opportunities supported via a range of sources and methods and, where applicable, recognised through
• Access to the (LGPS) and Additional Voluntary Contribution (Shared AVC) Scheme
• Agile and Flexible working options
• Generous annual leave starting at 25 days, rising to 30 days after five years' service, plus 8 days public holidays (pro rata for part time), with the option to purchase additional leave
• Family friendly policies and Flexible Bank Holidays
• Confidential wellbeing support through our Employee Assistance Programme and Your Care wellbeing platform
• Staff reward and recognition framework, including an annual staff awards ceremony
• Professional Membership Fees paid for, dependent on role
• Salary sacrifice schemes including Cycle to Work, Gym Membership and Home & Electronics
• Lifestyle Savings with over 750 discounts from the UK's leading retailers, restaurants, supermarkets, attractions and more
• Free swimming at CCC swimming pools
• Subsidy for public transport