Customer Service Advisor

Hull City Council; Hull and East Yorkshire; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A local government authority in the United Kingdom is seeking individuals for a customer service role. The position involves providing high-quality customer service, developing knowledge of various council services, and resolving inquiries effectively. Candidates must demonstrate strong customer service skills and the ability to adapt their approach for diverse customers. Flexible working hours including weekends and bank holidays are required. Training will be provided to enhance service knowledge.

Benefits

Enhanced hourly rate for weekend working

Qualifications

• Ability to adapt approach for equality of access.
• Strong team working capabilities.
• Experience in handling customer inquiries effectively.

Responsibilities

• Provide high-quality customer service across various contact channels.
• Maintain a positive council image and uphold service standards.
• Develop knowledge of service areas including Council Tax and Housing.
• Resolve inquiries at first point of contact and promote online services.
• Work flexible hours including weekends and bank holidays.

Skills

Excellent customer service skills

Positive attitude

Exemplary telephone manner

Job description

Overview

We are looking for individuals with excellent customer service skills who are positive, sensitive and have an exemplary telephone manner, adapting your approach as appropriate to ensure equality of access to all. A positive image of the council must be conveyed at all times and Customer Service standards must be maintained. Successful candidates will be trained to deliver a good knowledge of all service areas including Council Tax, Housing, Welfare/Benefits and Environmental Services including Waste. You will work as part of a team to deliver an efficient and effective customer contact centre, supporting and assisting in the delivery of services to respond to the customer’s needs and expectations. Ensuring that as many enquiries as possible are resolved at first point of contact and customers are encouraged to access all service available to them online.

Responsibilities

• Provide high-quality customer service and adapt your approach to ensure equality of access.
• Maintain a positive image of the council and uphold Customer Service standards at all times.
• Develop knowledge of service areas including Council Tax, Housing, Welfare/Benefits and Environmental Services (including Waste).
• Work as part of a team to deliver an efficient and effective customer contact centre and respond to customers’ needs and expectations.
• Resolve as many enquiries as possible at first point of contact and encourage customers to access all available online services.
• Work across contact channels: telephone, live chat, and email.
• Flexible working across 24/7 operation; weekend work on a rota basis.
• Core team working hours are 08:00–19:00; normal working hours may vary; working Monday to Sunday.
• 1 in 3 weekends (Saturday or Sunday with a day off in the week) and bank holiday cover on a rota basis.
• An enhanced hourly rate of pay is applied for weekend and bank holiday working.

Application and Contact

Please ensure that your application demonstrates how you meet the essential criteria against the person specification as listed in the job description. For an informal discussion about the role, please contact Rachael Worsnop, Team Leader, on 01482 414 816 or [e-mail]. We may be shortlisting and interviewing at various times throughout the campaign, so please apply now.