Customer Service Representative

Cheshire West and Chester Council; Winsford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local council in Winsford is looking for a customer service representative to assist with face-to-face enquiries and provide support through various channels including telephone and webchat. The ideal candidate will have excellent communication skills and the ability to empathize with vulnerable customers. A full driving license is required. This role focuses on delivering a great first impression and ensuring an effective customer experience.

Qualifications

• Full driving license required.
• Experience in customer service preferred.
• Ability to build rapport quickly.

Responsibilities

• Assist digitally disenfranchised and/or vulnerable customers.
• Handle enquiries face-to-face, via telephone, and digital channels.
• Liaise with colleagues and stakeholders.

Skills

Excellent communication skills

Empathy

Interpersonal skills

Job description

JOB PURPOSE:

To work as part of a multi-functional integrated team, receiving enquiries mainly face to face, but also by telephone, e-mail, web chat, and social media for the Council. Primarily helping with customers who are unable to conduct business with us by telephone or digitally. Taking appropriate action to provide an efficient and effective customer experience and act as an intermediary between the customer and service areas.

Cheshire West and Chester Council is a place where everyone can Thrive – through our core values of Teamwork, Honesty, Respect, Innovation, Value for Money, and Empowerment.

The position will be responsible primarily for dealing with face-to-face enquiries from customers by appointment. Reception duties and enquiries by telephone, webchat, and social media might also need to be undertaken as required by the business. You will be required to work across the Cheshire West & Chester borough and will need to travel to various sites daily. You will be involved in assisting digitally disenfranchised and/or vulnerable customers to access Council services. You are likely to be one of the first points of contact for our customers and we are looking for someone who can make a great first impression and quickly build rapport with customers.

You will be part of a dynamic, agile team who put the customer at the heart of everything we do. Delivering customer services via a variety of channels. Liaising with colleagues, stakeholders, partners, members, and tenants. Candidates need to have excellent communication skills, be empathetic, non-judgemental, and have great interpersonal skills. Candidates will have a full driving license.

To find out more information about what it is like to work for Cheshire West and Chester Council, including our rewards and benefits, please see the official website or contact our HR department.

No candidate will meet every single requirement — if your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

Cheshire West and Chester Council is committed to equality and diversity in employment. Please see the official website for more information.

Cheshire West and Chester Council has adopted a Local Living Wage for our employees, which means that all employees will receive a minimum of £ per hour for all contracted hours.