Customer Services Administrator Level 1

North Northamptonshire Council; Skelmersdale; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Pension scheme

Life cover

Ill-health protection

Hybrid working

Flexible working

Job summary

North Northamptonshire Council is seeking a proactive Customer Service Administrator to support Advisors with inbound/outbound correspondence, data entry and low-complexity calls. You’ll help process Adult Social Care referrals, Blue Badge decisions and Country Parks tickets, while ensuring timely responses.

The role requires strong communication, reliability and flexibility, with a willingness to travel within the council area.

Qualifications

• You will have great communication skills with a warm and friendly personality.
• You will be flexible, adaptable and reliable, with a positive can-do attitude.

Responsibilities

• Log all customer queries and ensure email and post queries are answered within 3–5 working days.
• Complete data entry tasks within agreed timescales for Adult Social Care, Blue Badge, Country Parks, Housing Repairs and other enquiries.
• Self-manage and prioritise daily workload to meet service requirements.
• Train other Customer Service Administrators to maintain high service standards.
• Share knowledge to deliver continuous performance improvements.
• Monitor personal performance against KPIs and seek support as needed.

Skills

Communication skills

Customer service

Flexibility

Reliability

Job description

About The Role

The role will support Customer Services Advisors through the effective handling of inbound/outbound correspondence via post or email, provision of administrative support to advisors, handling of lower complexity telephone-based interactions, decision making as part the Blue Badge scheme, data entry, inputting of Adult Social Care referrals, issuing Country Parks tickets and any other Customer Service Administrative tasks.

What will you be doing?

• Log all customer queries, to ensure all email and post queries are answered appropriately within three to five working days and expedite outstanding queries. Make telephone calls where appropriate to customers in relation to their correspondence.


• Ensure all data entry tasks are completed within agreed timescales for Adult Social Care, Blue Badge, Country Parks, Housing Repairs and general enquiries daily.


• To self-manage as required and to be able to prioritise daily workload etc in response to demands of specific service requirements or prescribed programmes.


• Train other Customer Service Administrators in all aspects of the role, to ensure a high standard of customer service is maintained across the team.


• To share knowledge and information with colleagues, contributing to the team’s ability to deliver continuous performance improvements.


• To monitor and assess personal performance against targets, seeking support as necessary to deliver Customer Service Centre key performance indicators (KPIs).


• Maintain a continuous improvement culture generating suggestions for new ways of working leading to a more efficient team


• Demonstrate awareness/understanding of equal opportunities and other people’s behavioural, physical, social and welfare needs.


• Ensure that reasonable care is always taken for the health, safety and well-being of yourself and other persons, and to comply with the policies and procedures relating to health and safety within the department.


• Support a "Customer First" culture within the Customer Service Centre.


• Promote and demonstrate North Northamptonshire Council values and behaviours.


• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the grade of the post.


• This post requires satisfactory clearance of a disclosure and barring check (DBS).

About You

You will have great communication skills with a warm and friendly personality.

You will be flexible, adaptable and reliable, with a positive can-do attitude.

Ability to travel to various locations within North Northamptonshire Council.

Our Benefits

Here at North Northamptonshire Council, we’re transforming for the better, using all our creativity and imagination to create the best life for our local people.

You’ll find that we have a wide range of careers that may be more surprising than you think!

Why choose us?

We Offer a Vibrant Working Environment With

• a competitive salary


• a pension scheme, where we pay a significant contribution on top of your contribution. It provides life cover and ill-health protection.


• lots of opportunities to develop your skills, knowledge and potential in a large unitary council


• generous leave entitlement (28 days, rising to 33 days) and bank holidays, plus the option to buy up to an extra 10 days


• hybrid and flexible working arrangements, where practicable for service needs to help you with a healthy work-life balance.

We provide a range of great benefits such as an Employee Assistance Programme, an Employee Benefits Scheme, wellbeing support, travel rates at HMRC rates, as well as supporting a range of active Employee Network Groups.

About Us

Our Values and Behaviours

Our Values Define Who We Are And How We Operate, By Forming The Foundation For How We Interact With Our Customers, Colleagues And Provide Our Services. They Are Also At The Forefront Of Our Decision Making And Delivery And Are

• Customer-focused


• Respectful


• Efficient


• Supportive


• Trustworthy

Disability Confident Employer

We are proud to be a recognised Disability Confident Employer and is committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role.

Armed Forces Community

The council obtained the Gold status award for the Defence Employer Recognition Scheme (ERS).

Further information can be found at Jobs and careers | North Northamptonshire Council (northnorthants.gov.uk)

Attached documents

• Administrator JD HH 1.docx