Customer Service Advisor

Wrexham County Borough Council; Wrexham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Flexible working arrangements

Generous annual leave

Job summary

Wrexham County Borough Council is seeking a Customer Services Adviser to join its Customer Contact Centre. The role involves front-line service, reception duties and handling a variety of benefits and council tax enquiries.

You will need excellent communication and computer skills, be comfortable with new technology, and work flexibly as part of a team to deliver the best possible local service.

Qualifications

• Experience of front-line customer service.
• Excellent communication and computer skills.
• Comfortable using new technology in a changing environment.
• Keen to contribute to team objectives.
• Goal to provide local people with the best possible service.

Responsibilities

• Undertake reception duties in a Contact Centre environment.
• Take payments and process basic transactions.
• Answer telephone calls and handle enquiries professionally.
• Deal with benefit and council tax enquiries as required.

Skills

Front-line service

Job description

Are you committed to providing a modern, customer focused service?
Do you have the skills to provide the highest level of customer service at all times and believe in treating everyone as an individual? Do you have experience of being the first point of contact for clients, able to deal with calls and enquiries professionally and in a timely manner?
Then you could be a Customer Services Adviser as part of the Councils Contact Centre.
We would like to hear from you, if you:

• Enjoy working in a front-line environment.
• Have excellent communication and computer skills.
• Are comfortable using new technology in a changing environment.
• Are keen to contribute to team objectives.
• Want to give local people the best possible service.

This exciting role offers a diverse working environment. The successful candidate will work across various sections: including undertaking reception duties, taking payments, answering telephone calls in a Contact Centre environment and dealing with benefit and council tax enquiries.
Applicants must have the ability to deal with the public face to face and over the telephone on a wide range of issues, often including sensitive information. Duties are rotational and the ability to be flexible in terms of duties undertaken is essential.
Whilst knowledge of Council Services would be an advantage, comprehensive training is provided.
For an informal discussion contact Debbie Mairs, Customer Contact Lead on 01978 298959.
The Council welcomes applications from suitably qualified candidates regardless of race, gender, disability, sexuality, religious belief or age.
The Council is committed to developing its bilingual workforce and welcomes applications from candidates who demonstrate their capability to work in both English and Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

About Us

• Grymuso

The County Borough of Wrexham, located in North East Wales, is proud of its Welsh heritage and cultural identity. Over the years it has grown to reflect a population that is multi-religious and multi-ethnic and complements the diversity of our communities.

Centred on the city of Wrexham, which nestles between the Welsh mountains and the Cheshire plains, it’s a location that really can offer you the best of both worlds and we are proud of our city status (awarded in 2022 when we became the seventh city in Wales).

Wrexham County Borough Council is a unitary Council which delivers a wide range of services aimed at improving the lives of Wrexham residents and surrounding communities. We are committed to providing services through collaboration with local and national partners. With a focus on sustainable development, community wellbeing, and improving the lives of Wrexham residents and surrounding communities, Wrexham is a fantastic place to work, live, and learn.

The council is an inclusive employer with a workforce of around 5,500, offering diverse roles, training and development and rewarding career opportunities. Wrexham County Borough Council values innovation, bilingualism in English and Welsh, and welcomes applicants from all backgrounds.

As a Disability Confident Committed Employer, the council ensures accessible recruitment and support for disabled employees including offering a guaranteed interview (where essential person specification items are met). Additionally, veterans will receive guaranteed interviews under the Armed Forces Covenant if eligibility criteria are met (where essential person specification items are met).

Employee benefits include:

• Membership in the Local Government Pension Scheme
• Flexible working arrangements
• Generous annual leave up to 32 days
• Family-friendly policies supporting caring and family commitments
• Work-life balance and flexi time (dependent on role)
• Access to Wrexham Reward Scheme with discounts off leading retailers nationally and locally
• Health & well-being resources, for example:
  • Healthy & Wellbeing Champions
  • Employee assistance programme with advice on staying healthy financially, mentally or physically:
    • Counselling (available 24/7, 365 days a year)
    • In-the-moment emotional support (available 24/7, 365 days a year)
    • Option to set health-boosting goals with small, sustainable lifestyle changes
    • Connect health apps to track physical health and meet progress goals
    • Blogs, videos, recipes and more resources providing inspiration and motivation
    • Identify risks of developing leading lifestyle-related diseases with mental health and financial scores
    • Legal, financial and consumer advice
  • Health and wellbeing events and campaigns throughout the year (e.g., November Health Day, Time to Talk Day, Mental Health Awareness Week, Sun Awareness Week, Menopause Week, Financial Health Week)
  • Menopause Café and guidance
  • Unpaid Carer Café and guidance

Our Council Plan (2023–28) sets out our priorities for this period and we deliver these by following the Nolan Values of public life (selflessness, integrity, objectivity, accountability, openness, honesty and leadership) as well as our own Corporate Values: