Customer Service Advisor

Dudley; Dudley; Hybrid; GBP 27,000 - 29,000; Part time

Job summary

Dudley Council Plus is recruiting Customer Services Advisors to deliver contact centre services and provide information and guidance on council services. You may interview customers by telephone, in person or electronically, determine eligibility, clarify details and raise service requests while handling payments.

Strong IT literacy and numerical/communication skills are essential as shifts are set by business need across Wednesday to Friday with core hours 08:30–17:15.

Qualifications

• Excellent numerical and communication skills
• Strong IT literacy to operate multiple computer systems

Responsibilities

• Interview customers by telephone, in person or electronically to determine eligibility and customer needs
• Research issues to provide solutions and raise service requests
• Take payments and arrange complex payment plans as required
• Handle multiple council services under pressure with accuracy and keenness to adapt to changes

Skills

IT literacy

Numerical skills

Communication skills

Customer service

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: 22.5hrs Wednesday, Thursday & Friday.
Salary: Grade 5 - £27,274.00 - £29,071.00 pro rata

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 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.

For further information please contact Liam Massey or Emma Skitt via email on [e-mail] or [e-mail].

Workplace Attendance: Working in the office 3+ days a week (pro-rata)

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 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

#LI-DMBC2019

Attached documents
JD & PS
Employee Benefits List.pdf