Customer Service Advisor

West Northamptonshire Council; Northampton; On-site; GBP 21,000 - 28,000; Full time

Job summary

West Northamptonshire Council is seeking a Customer Service Advisor to be the first point of contact for residents, businesses and visitors, delivering excellent service across reception, One Stop Shop and our Contact Centre.

You will provide advice and support across a broad range of council services, using digital tools to gather information, promote self-service options and direct customers to the right service.

Qualifications

• You are a customer-focused individual who enjoys helping people and delivering excellent service.
• Experience of working in a customer service environment across different channels is desirable.
• Comfortable working in a target-driven environment while maintaining accuracy.

Responsibilities

• Provide advice, guidance and support across a broad range of Council services, helping customers resolve enquiries at the first point of contact where possible.
• Use a range of systems and digital tools to gather information, provide accurate advice and direct customers to the most appropriate service or support.
• Support customers across face-to-face, telephone and digital channels, promoting self-service options and digital solutions.
• Contribute to continuous improvement, maintain high standards of customer service and help deliver the Council's Customer Service Excellence ambitions.

Job description

About the role

At West Northants Council, it's about our people and the difference they make. As a Customer Service Advisor, you'll be at the heart of the services we provide, helping residents, businesses and visitors access the support and information they need. Working within our Customer Services team, you'll be one of the first points of contact for the Council, delivering excellent customer service and helping customers navigate a wide range of Council services.

This is a rewarding opportunity for someone who enjoys helping people, solving problems and making a positive difference every day. Whether supporting customers face-to-face in our reception and One Stop Shop services or through our Contact Centre, you'll play an important role in delivering a positive customer experience and helping our communities thrive.

What will you be doing?

You'll provide advice, guidance and support across a broad range of Council services, helping customers resolve enquiries at the first point of contact wherever possible. Using a range of systems and digital tools, you'll gather information, provide accurate advice and ensure customers are directed to the most appropriate service or support.

Working in a fast-paced and customer-focused environment, you'll support customers through face-to-face, telephone and digital channels, adapting your approach to meet individual needs. You'll also promote self-service options and digital solutions where appropriate, helping customers access services in a way that works best for them while ensuring vulnerable residents continue to receive the support they need.

As part of a collaborative team, you'll contribute to continuous improvement, maintain high standards of customer service and help deliver the Council's Customer Service Excellence ambitions.

Assessment Centre:

We are planning to hold an assessment centre for shortlisted candidates on Wednesday 14 October, so we encourage applicants to keep this date available.

About you

You're a customer-focused individual who enjoys working with people and takes pride in delivering excellent service. You're a confident communicator, able to listen, understand customer needs and provide clear, accurate information in a professional and supportive manner.

You'll have experience of working in a customer service environment and be comfortable working across different communication channels. You're able to remain calm under pressure, manage challenging situations sensitively and work effectively in a target-driven environment while maintaining a high level of accuracy and attention to detail.

Most importantly, you'll be a team player who is adaptable, positive and committed to making a difference. You'll share our THRIVE values and our ambition to provide outstanding customer service to everyone who lives, works and visits West Northamptonshire

Our benefits

You can also see our full list of employee benefits on our careers site here: Why you should work for us | West Northamptonshire Council.

About us

At West Northants Council, it's about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

Our vision is 'to make West Northants a great place to live, work, visit and thrive'. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services.

We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential. We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner

The following film was created by us to communicate our intentions - watch WNC colleagues explain what DEI means to us.

If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email [e-mail] for support.

West Northants Council, where careers thrive.