Customer Service Advisor

Rochdale Council; Rochdale; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local government authority in Rochdale is seeking an Advisor to assist residents with advice related to Council and non-Council services. The successful candidate will be responsible for resolving customer inquiries via telephone and email. Strong communication skills and an understanding of community needs are essential. This role is a fixed-term contract for 6 months, with potential weekend work as needed. Experience in a contact center environment is preferred but not required.

Qualifications

• Demonstrate good written English and grammar skills.
• Show ability to communicate effectively and build rapport.
• Display understanding of community cultural and social needs.
• Exhibit excellent time management and self-motivation.
• Have experience interacting with the public.

Responsibilities

• Provide residents with help and advice about Council services.
• Resolve and record customer inquiries and advise accordingly.
• Deliver a high standard of customer service via phone and email.

Skills

Good standard of written English and grammar

Good communication skills

Understanding of cultural and social needs

Self-motivated with excellent time management

Experience working with the public

Sound working knowledge of Microsoft Office

Job description

This is a re-advertisement. Previous applicants need not re-apply.

External candidates applying for this role must be a Rochdale Resident who lives within the municipal boundaries of the Borough of Rochdale (i.e where the household pays council tax to Rochdale Borough Council).

To apply please upload your CV together with a supporting statement that provides evidence of how you meet the 5 essential requirements of the person specification.

We suggest that when completing your supporting statement, you use the person specification criteria as headings then give a specific example

Please ensure you anonymise your CV and supporting statement.

About the Role

We are looking for an Advisor to provide residents with help, advice and information about Council, non-Council Services and related services via the telephone, email. To resolve and record customer enquiries and where required to signpost or pass on (via workflow) enquiries which require specialist officers. To provide a high standard of customer service to customers contacting the Council.

This is a fixed term contract linked to specific external funding by for 6 months initially.

About You

To be successful in this role, we anticipate you will be able to demonstrate the following :

• Good standard of written English and grammar.
• Good communication skills with the ability to build rapport with team members at various levels.
• Understanding of the cultural and social needs of different sections of the local community.
• Fully self-motivated with excellent time management skills.
• Experience of working with members of the public on phone or face to face.
• Sound working knowledge of relevant software, including Microsoft Office Programs, such as Excel.
• Ability to objectively apply and evaluate process adherence, without undue influence.

You will work Monday to Friday, however you may be required to work weekends in accordance with the needs of the service.

Previous experience within a Contact Centre environment is preferred but not essential.

Unfortunately, we are unable to offer sponsorship for this role