Customer Services - Contact Centre Advisor

Bath and North East Somerset Council; Bath; On-site; GBP 40,000 - 60,000; Full time

Job summary

A regional council in Bath is seeking a Customer Service Advisor to join their Contact Centre Team. The ideal candidate will deliver outstanding service, manage inquiries, and support community engagement. Key responsibilities include responding to inquiries, maintaining records, and processing bookings. This role is perfect for a motivated individual who enjoys helping others and can thrive in a busy environment. Join a dedicated team and contribute positively to residents' lives while enjoying benefits and opportunities for growth.

Benefits

Opportunities for professional growth

Supportive team environment

Benefits for work-life balance

Qualifications

• Experience working in a multi-channel Contact Centre.
• Ability to resolve complex customer inquiries.
• Proven track record of delivering excellent customer service.

Responsibilities

• Responding to customer inquiries using defined procedures.
• Building relationships with customers and stakeholders.
• Gathering data and completing records accurately.
• Processing bookings and payments efficiently.

Skills

Customer Service

Communication

Organizational Skills

Change Management

Teamwork

Job description

At Bath & North East Somerset Council we have one overriding purpose to improve people’s lives.

We are looking for an advisor to join our Customer Service Contact Centre Team. We are passionate about delivering a top quality service to our residents / partners and service users. Supporting, resolving and signposting customers to ensure a positive experience at the first point of contact regardless of the channel they have chosen to contact the authority.

About the Role

• Responding to customer enquiries using defined procedures and protocols to deliver a consistent professional and friendly service for all our residents.
• Supporting the development of relationships with customers, other key stakeholders and interagency / community groups, thereby helping to increase awareness of the service, its value and performance.
• Utilising all the tools and platforms that are available to ensure the customer experience is positive and their enquiries are concluded.
• Gathering data and completing documents accurately & securely to ensure that records are thorough and kept up to date.
• Using data to produce reports and information for Partner Liaison meetings along with decision making.
• With guidance and support from the Team Leader, represent and ensure the delivery of any business continuity plans and procedures for the service at Partner Liaison meetings.
• Gathering accurate information needed to resolve more complex enquiries so they can be passed to specialists for conclusion.
• Processing bookings, payments & supporting with digital channels.
• Support customers to use self-serve delivery options (e.g. online) and where possible resolve enquiries

What we are looking for from you

• Customer Service Guru. You know what it takes to deliver amazing customer service and work as an individual and a team. Protecting and caring for our most vulnerable, being an advocate for the Service and the Authority.
• People Person. You are motivated, can communicate in a helpful and positive manner supporting every customer / partner / colleague with their journey.
• Organised & Methodical. Need to deal with multiple platforms, services and prioritise tasks.
• Change Champion. Support new initiatives and the implementation of new ways of working.
• Experience of working in a multi channel Contact Centre
• Continuous improvement. Actively developing your skills and working with the Customer Service Team to implement ideas to enhance the customer experience.

Why Join Us?

• Great Team. You will be joining an award winning team that is passionate and takes pride in delivering services to everyone.
• Opportunity to Grow. We are committed to your development and offer plenty of opportunity to learn and grow.
• Make a difference. You will have the chance to share ideas through our customer service continuous improvement channel.
• Improving peoples lives. Providing ways for everyone in the community to reach their full potential

If you are interested in this post and require more details or just to chat through the role and what’s involved, please contact Lavena Welch, Operational Team Leader, on [e-mail].

Interview date : TBC

This is a rolling recruitment campaign. Applications will be checked regularly, and we’ll let you know if you’ve been longlisted or not. When vacancies occur, we’ll shortlist candidates and invite them to interview.

Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at-risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.

About Bath & North East Somerset Council.

Working at Bath & North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

Why Bath & North East Somerset Council?

We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work / life balance, and have the support you need. Go to https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits

At Bath & North East Somerset Council we have one overriding purpose to improve people's lives. Find out more about our values at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-values

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion at https://beta.bathnes.gov.uk/equality-and-diversity

We are a Disability Confident Employer find out more at https://shorturl.at/ajrsW

Please note that this role is subject to a Basic DBS Check.