Customer Service Advisor

Hurst Green; Dudley; On-site; GBP 27,000 - 29,000; Part time

Job summary

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. Shifts are set according to business need from Monday to Friday, with core hours 08:30 to 17:15. Workplace attendance: in the office 3+ days a week (pro-rata).

Responsibilities

• Interviewing customers over the telephone, in person or by electronic means to determine eligibility and identify customer needs.
• Clarifying details and researching issues to provide solutions, taking payments and raising service requests.
• Calculating benefit entitlements and making complex payment arrangements; strong numerical and communication skills required.
• Learning rapidly to keep up with regular service, policy and procedural updates.
• Operate multiple computer systems with good IT literacy.

Job description

The following content displays a map of the jobs location - Dudley Council House

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?

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

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.

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 .

N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications