Customer Services Advisor

Wakefield Council; Wrenthorpe; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Hybrid working

Competitive salary

LGPS pension

Employee Assistance Programme

Discounts on travel

Job summary

Wakefield Council is seeking a Customer Service Advisor within Adults Social Care to deliver a caring, empathetic and efficient service, responding to individual customer needs. This 12-month maternity cover role focuses on championing the customer and improving the experience.

You will handle enquiries via telephone, email and e-forms, keep records in core systems, and adhere to GDPR. The role requires strong communication, computer skills and flexibility for shifts 07:00–19:00.

Qualifications

• GCSE Maths and English or equivalent, or substantial experience delivering customer service.
• Experience handling enquiries via telephone, email and other channels.
• Proficiency with Microsoft Word and Excel; ability to use core systems to update records.

Responsibilities

• Handle customer enquiries via telephone, email and e-forms.
• Respond promptly and flexibly to customers with practical actions.
• Use established procedures; refer exceptions to the Co-ordinator or manager for resolution.
• Create and update electronic customer records in line with GDPR.
• Maintain high levels of team communication to share relevant information.

Skills

Active listening

Verbal communication

Written communication

Interpersonal skills

Keyboard skills

Education

GCSE Maths & English

Tools

Microsoft Word

Excel

Microsoft Office

Job description

We are currently looking to appoint a Customer Service Advisor within Adults Social Care, to deliver and maintain a caring, empathetic, efficient and welcoming customer service, responding to individual customer needs. You will champion the customer and proactively suggest ways to improve the customer experience. This is a 12 month temporary role for maternity leave cover.

• Take responsibility for handling customer enquiries received via telephone, email and e-forms.
• Respond promptly and flexibly to customers, taking practical actions to help.
• Use established and documented procedures, referring exceptions to the Support Services Co-ordinator or other manager for resolution.
• Create and update electronic customer records using the Council's core systems, recording personal information in line with General Data Protection Regulations.
• Be responsible for high levels of communication with colleagues and managers to ensure the dissemination of information of relevant issues affecting the team and services.
  Are you passionate about making a difference to our citizens and the district that they reside in? Then, we have an exciting opportunity for you to join our Team, Sound understanding of good customer service practices.
• Highly developed keyboard skills and an understanding of Microsoft Office packages.
• Experience of dealing with customer enquiries from a variety of access channels including the telephone, email and other channels.
• Excellent listening, verbal, written communication and interpersonal skills with the ability to adapt the style to suit the audience.
• Willingness to work flexibly within the role
• Hours of operation for the service are 07:00-19:00 Monday to Friday which includes shift cover. Rotas are provided 6 weeks in advance., GCSE's in Maths and English or equivalent or Substantial experience of delivering customer service.
• Proven successful experience of working in a fast paced customer-facing environment.
• Competent in using desktop software including Microsoft word and excel.
• Using computer databases to record and view customer information and transactions accurately.
• Working under pressure to tight deadlines.
• Proficient in organising and prioritising tasks.
• Experience of identifying urgent or emergency situations in a customer service environment and responding with the appropriate level of escalation.
  Wakefield Council is wholly committed to ensuring children and vulnerable adults are fully supported and safe. We are dedicated to the safeguarding of all children and vulnerable adults whilst promoting their welfare. We expect all staff and volunteers to share this responsibility.

Probation If you are successful in your application and still within your probation period when starting in this role. The remainder of your probation period will apply to this role.

Fluency Duty To comply with Part 7 of the Immigration Act 2016 (Fluency Duty), public facing roles will be subject to the Fluency Duty.

Diversity Having a diverse workforce that is reflective of the communities we serve helps us to achieve the best outcomes for all. We encourage applications from everyone and actively seek to ensure that everyone feels included in the workplace so that we can make the most of our differences.

Why Wakefield To find out more about the benefits of working at Wakefield Council,

• A competitive salary
• Generous holiday entitlement with the option to buy up to 10 extra days of annual leave
• Hybrid working (subject to role suitability)
• Access to high-quality training programs to advance your career to the next level.
• We are committed to supporting the wellbeing of our staff. We recognise that resilient teams need good work life balance as well as supportive leadership.
• Discounted and subsidised public transport (Arriva Bus Annual Travel Ticket, Northern Trains Limited (NTL), MetroCard).
• Local Government Pension Scheme (LGPS) and a Shared Cost Additional Voluntary Contributions (AVC) scheme providing a tax efficient way to increase our pension.
• Great range of benefits including an Employee Assistant Programme, discounted membership to our excellent leisure facilities with free 12 weeks exercise program, discounts for a range of retail, entertainment, health and leisure providers, a cycle to work scheme, and many more.