Customer Service Advisor

Cheshire East Council; Middlewich; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

34 days annual leave

Hybrid/Remote working where possible

Pension scheme

Cycle to work

Salary sacrifice schemes

Employee assistance

Job summary

Cheshire East Council is seeking a dedicated Customer Service Officer within Environmental Services. The role involves handling a broad range of waste and environmental customer enquiries and delivering an efficient customer experience, resolving many requests at first point of contact.

You will update IT systems, maintain records, and ensure compliance with regulatory standards while supporting city campaigns and team collaboration.

Qualifications

• Experience of dealing with customer complaints.
• Excellent customer service skills.
• Good knowledge of customer service technology and ICT systems.
• Positive attitude towards change.
• A flexible approach to work.

Responsibilities

• Receive all customer enquiries and service requests to resolve as many requests at first point of contact as possible.
• Update appropriate IT systems to record and maintain electronic records of customer details and service requests.
• Maintain awareness of regulatory and legal standards to ensure compliance.
• Manage customer complaints, compliments and suggestions according to council procedures.
• Contribute ideas that create efficiencies or improvements in customer facing and other processes.
• Support campaigns such as encouraging self-service or direct debit payments.
• Work as a team to provide cover and support to other team members.

Job description

An exciting opportunity has become available to work within Environmental Services department. The position is for 1 FTE (37 hours) per week over a Monday to Friday working pattern.

About you

You will resolve a broad range of waste and environmental customer enquiries received and provide an efficient and effective customer experience, resolving as many requests at first point of contact as possible.

In the job you will:

• 1. Receive all customer enquiries and service requests to resolve as many requests at first point of contact as possible
• 2.Update appropriate IT systems in order to record and maintain an electronic record of customer details and their service requests.
• 3.Maintain awareness of appropriate regulatory and legal standards to ensure compliance through day to day activities.
• 4.Manage customer complaints, compliments and suggestions in accordance with the council’s procedures.
• 5.Contribute ideas that create efficiencies or improvements in customer facing and other processes.
• 6.Understand and contribute to the overall objectives of Customer Services, including supporting specific campaigns as appropriate, such as encouraging self service or direct debit payments.
• 7.Work as a team to provide cover and support to other team members to ensure service delivery is maintained at all times.

The role is diverse with no one day the same.

The successful candidate will have:

• Experience of dealing with customer complaints.
• Excellent customer service skills
• Good knowledge of customer service technology and ICT systems
• Positive attitude towards change
• A flexible approach to work

To find out more about the essential and desirable criteria for the role please view the attached job description specification document.

In return we are able to offer:

• Enhanced annual leave- Start with an impressive 34 days of annual leave (including bank holidays) from day one, and watch it grow to 39 days after just five years of service
• Purchase of annual leave –Want more time off? You can purchase up to 10 extra days of annual leave each year, giving you the flexibility to balance work and life just the way you want (Pro-rata for part-time staff)
• Flexible working pattern- Enjoy a 37-hour standard full-time work week with the added perks of flexi-time and hybrid/remote working arrangements where possible. Your work-life balance just got a whole lot better
• Salary sacrifice green car scheme- Drive green and save green! Lease a brand-new electric or hybrid car through our salary sacrifice scheme. There’s no credit checks, no deposits, just significant savings and exclusive offers on a three-year lease
• White goods salary sacrifice scheme -Upgrade your home with ease. Purchase home and electronic items through our salary sacrifice scheme, spreading the cost of big-ticket purchases like appliances, computers, and tech gadgets directly from your salary
• Enhanced public pension-Secure your future with our career average pension, where contributions are built at a rate of 1/49th of your yearly pensionable pay
• Cycle to work scheme -Save up to 25-39% on the retail price of bikes and safety equipment through Income Tax and National Insurance savings. Get fit and save money!
• Employee assistance programme- Access a completely free and confidential assistance service to help manage, reduce, and overcome life’s challenges, both at work and in your personal life
• Discounted gym membership -Stay active and healthy with corporate membership prices for Everybody Leisure, including:
  • Gym, Swim and Group Fitness at all 16 facilities
  • Off-Peak Racket Sports
  • Athletics Tracks
  • Sauna/Steam/Spa

Join us and experience a workplace that truly values and supports you!

Cheshire East is an amazing place to live and work. As one of the largest employers in the borough, we are able to offer you a wide range of challenging and rewarding career opportunities.

We are working for a brighter future – together and our commitment to you is that our workplace culture will provide a shared purpose, a well-led organisation with valued people succeeding together as one team and one council to deliver the best service for our customers and communities.

If you want to be part of our award-winning council and contribute to our ongoing success, have the flexibility and drive to enable us to innovate, are committed to working as part of a team and striving to deliver exceptional service wherever you can, we would especially like to hear from you.

As an equal opportunities employer, we welcome applicants from all backgrounds and want our workforce to reflect the diversity of our local communities so that we can all work for a brighter future - together.