Customer Service Advisor

Rugby Borough Council; Rugby; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

35 days annual leave

LGPS pension

Flexi time

Annual leave purchase

Subsidised parking

Induction program

Learning and development

Professional subscriptions

Family friendly policies

Health & wellbeing support

Compassionate leave

Retail discounts

Job summary

Rugby Borough Council is recruiting a Customer Service Advisor to join a team handling enquiries on refuse and recycling, council tax, housing tenancy and repairs, and other services. You will assist customers via phone, email and in person, ensuring services are accessed smoothly.

Agile working may be considered once trained. Ideal applicants will have experience in busy customer service roles, be computer literate, and able to communicate clearly with customers using procedures and guidance

Qualifications

• Experience in a busy customer service environment.
• Computer literate with ability to use standard workplace software.
• Able to communicate clearly with customers by phone, email and face-to-face.
• Good knowledge of procedures and a 'Customer First' attitude.

Responsibilities

• Respond to information requests about a range of services and enquiries.
• Help customers access and pay for services via multiple channels.
• Develop knowledge of council services using established procedure documents.

Tools

Telephony systems

CRM systems

Job description

Customer Service Advisor

£26,847 - £29,071

Full Time - 37 hours a week

Rugby Borough Council is dedicated to both Community and Colleague growth. With a focus on wellbeing and personal development, we offer a range of career opportunities where you can take pride in the positive changes you help create. Join an organisation committed to the success of one of the Country's fastest-growing boroughs and the people who make it thrive.

About the role

You'll be working as part of a team of Customer Service Advisors, responding to requests for information about a range of enquiries and services about refuse and recycling, council tax, housing tenancies and repairs, environmental issues, the electoral roll, licensing, parking, community safety to name a few.

You will also be helping customers to access and pay for services via face to face, telephone and email customer channels.

Agile working will be considered when fully trained.

About you

If you have experience of working in a busy customer service environment and are computer literate, then we would like to hear from you.

You'll need to be capable of developing your own knowledge of all services provided by the council, using established and continually updated procedure documents and will need to have a 'Customer First' attitude to working.

Experience of using customer service centre technology, such as multi-function telephony systems and Customer Contact Management systems would be advantageous, although not essential, as full training will be provided.

You will need to be good at communicating with customers, primarily over the telephone but also through other channels, such as email and face to face and be able to deal with their enquiries efficiently.

We are committed to ensuring that customers can access and pay for services using a method that works for them, which is where you come in. Regardless of how they contact us, you will be able to interact with them in a non-discriminatory, credible and supportive way.

Benefits

• 35 days leave (including 8 Bank Holidays and 3 extra days normally applied at Christmas) - Pro rata
• Generous Local Government Pension Scheme
• Flexi time scheme
• Annual leave purchase scheme
• Subsidised parking
• Structured Induction Program
• Learning and Development opportunities including Future Leaders programmes
• Payment of a professional subscription for approved professionals
• Family Friendly Policies
• Independent Support for your health & wellbeing
• Generous compassionate leave
• Extra Benefits including Retail Discounts, Cycle to Work scheme and more