Customer Services Advisors

Dudley Metropolitan Borough Council; Dudley; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local council in England is seeking Customer Services Advisors to deliver comprehensive contact centre services, ensuring high standards of customer service. Responsibilities include calculating benefits and interviewing customers. Ideal candidates will possess excellent numerical and communication skills, strong IT abilities, and the flexibility to adapt to changing demands. If you thrive under pressure and have suitable skills, apply now.

Qualifications

• Excellent numerical skills required for calculations.
• Strong communication skills necessary for customer interaction.
• Strong IT literacy needed for operating multiple systems.
• Flexibility to adapt to changing tasks and demands.
• Ability to maintain high standards of service under pressure.

Responsibilities

• Provide contact centre service delivery and guidance on council services.
• Calculate benefit entitlements and make complex payment arrangements.
• Interview customers over the telephone or in person to determine eligibility.
• Handle service requests and enquiries in a targeted environment.
• Research issues to provide solutions and take payments.

Skills

Excellent numerical skills

Strong communication skills

Strong IT literacy

Ability to react to change

Flexibility

Job description

Customer Services Advisors provide contact centre service delivery and comprehensive information and guidance on council services.

Tasks include calculating benefit entitlements and making complex payment arrangements - excellent numerical and communication skills are required. The ability and confidence to switch between skills and tasks and respond to regular change is essential. Strong IT literacy will enable you to operate multiple computer systems. Your ability to learn will be pivotal with regular service, legislative, policy and procedural updates. Are you enthusiastic about providing high standards of customer service to our diverse community? Can you remain calm and work accurately under pressure? Can you react to change and respond to business needs with keenness and flexibility? If you have suitable skills, experience and flexibility we welcome your application.

Dudley Council Plus is the council's corporate contact centre, dealing with thousands of service requests, enquiries, claims and negotiations every day. Customer Services Advisors are multi-skilled, delivering many services in a pressurised and targeted environment. No one task is the same. You may be interviewing customers over the telephone, in person or by electronic means, determining eligibility, establishing customer needs, clarifying details and researching issues in order to provide solutions, take payments and raise service requests.

Top tip when applying - As we've got a new recruitment system the application process has changed a little and we hope you'll like it! You'll first need to register and create a profile the first time you apply. Creating your profile will enable you do things such as track your application progress, view emails you've received from us and manage communication preferences, manage your interview bookings and offer information if successful.

About Dudley Council It's an incredibly exciting time to work in Dudley Council as we embark on numerous multi-million pound regeneration schemes which will be real game-changers for the borough. In addition to the exciting schemes such as the Midland Metro we also have the ongoing and very serious challenges of ensuring vulnerable people across the borough receive the services they deserve. At Dudley Council we have a 'one council' ethos that builds an effective and dynamic organisation which grows the economy and creates jobs, creating a cleaner and greener place and supports stronger and safer communities. We are rightly proud to be the historic capital of the Black Country and, working with our partners, Dudley Council is also committed to looking forward and helping to deliver our borough vision of 'Forge a Future for all' www.dudleyboroughvision2030.org.uk We ensure communities influence council decisions and are committed to delivering services in partnership with communities. We provide flexible and responsive service in partnership and help communities help themselves. In joining a local authority that serves 320,000 residents you will become an integral part of a council that:

• is ready to embrace change, providing an environment in which you will be encouraged to make your mark
• is aware of its key challenges and the need for a new energy to innovate the council, in order to find cost effective ways of delivering services
• has aligned its political and managerial leadership structures and is committed to protecting, securing and transforming the lives of children, families, the vulnerable and older people
• wants borough residents to have their say through our community forums
• dedicates time to meaningful consultation and listen to the views of our residents
• is working with the community to encourage active involvement of our residents