Customer Services - Contact Centre Advisor

Bath & North East Somerset Council; Bath; On-site; GBP 20,000 - 30,000; Full time

Job summary

A local government authority in Bath is seeking a Customer Services - Contact Centre Advisor to provide exceptional service to residents and partners. Candidates should have experience in customer service, excellent communication skills, and be organized. This full-time role offers opportunities for growth and the chance to make a positive impact on the community.

Benefits

Opportunities for professional development

Supportive team environment

Chance to make a community impact

Qualifications

• Must deliver excellent customer service and work as an individual and a team.
• Requires good communication skills to support every customer positively.
• Ability to manage multiple tasks and prioritize effectively.
• Support implementation of new working methods.
• Experience in a multi-channel contact center is essential.
• Actively develop skills and contribute to service improvement.

Responsibilities

• Respond to customer enquiries professionally and consistently.
• Support relationships with customers and stakeholders.
• Utilize available tools to ensure a positive customer experience.
• Gather data and complete documents accurately.
• Generate reports for Partner Liaison meetings.
• Assist customers with self-service options.

Skills

Customer Service Guru

People Person

Organised & Methodical

Change Champion

Experience in multi channel Contact Centre

Continuous improvement

Job description

Join to apply for the Customer Services - Contact Centre Advisor role at Bath & North East Somerset Council

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Join to apply for the Customer Services - Contact Centre Advisor role at Bath & North East Somerset Council

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

At Bath & North East Somerset Council we have one overriding purpose to improve peoples live. Find out more about our values at

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

We are a Disability Confident Employer find out more at

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Government Administration

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