Senior Customer Access Specialist

Peterborough City Council; Peterborough; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A local government authority in the UK is looking for a Senior Customer Access Specialist to join their Customer Access team. This role focuses on providing a professional and customer-focused front door service, ensuring high quality and satisfaction. Ideal candidates will demonstrate excellent communication skills, the ability to manage high call volumes, and prior experience in using various IT systems. The position allows for remote work alongside on-site duties at Sand Martin House, promoting a collaborative environment in service delivery.

Benefits

25 days annual leave + bank holidays

Access to various benefits and discounts

Car lease scheme

Flexible bank holiday arrangements

Paid volunteering hours

Access to development opportunities

Employee Recognition Awards

Qualifications

• Experience in a customer service role, particularly in a contact center environment.
• Ability to work independently while collaborating with a team.
• Willingness to learn about various council services.

Responsibilities

• Provide effective customer service in the Front Door Contact Centre.
• Collaborate with council services to meet customer expectations.
• Handle communications both in-person and remotely.

Skills

Excellent oral communication skills

Ability to manage high volume communications

Experience using IT systems in an office

Professional handling of contentious communications

Enthusiastic attitude and eagerness to learn

Job description

This is a greatopportunity to join our Customer Access team who work together to provide an effective, professional and customer-focused Front Door Contact Centre service for the council; meeting corporate and statutory requirements whilst maintaining a high level of quality and customer satisfaction. Working closely with all council services this role requires a person with highly developed customer service and telephony skills as well as experience of working collaboratively with their team members to deliver a service that meets our customers' expectations. You will be able to work both remotely and at the council's main office at Sand Martin House.

Our Team

The team work collaboratively to ensure an efficient, effective and customer-focused service for council residents. Whilst you will work largely independently the team has regular communications to discuss reoccurring issues to ensure we take the correct approach and that we continually learn and share knowledge.

What you'll need to succeed

As a Senior Customer Access Specialist, you will be willing to grow your knowledge of the wide range of council services delivered to the residents of Peterborough.

You will need to have:

• Excellent oral communication skills including good listening skills
• Ability to manage a high volume of incoming communications via phone
• Experience of using a wide range of IT systems in an office environment
• Ability to handle potentially contentious communications in a professional and calm manner
• Anenthusiastic attitude and an eagerness to learn

Our Benefits

We value our colleagues and have developed a number of benefits in addition to our generous annual leave starting at 25 days + bank holidays, sick pay and local government pension scheme.

• Access to a range of benefits via Vivup, including in-store and online discounts as well as our Cycle to Work and Home & Electronics schemes
• Buy up to 10 days additional annual leave (pro-rata)
• Access to car lease scheme
• Take your bank holidays flexibly to better suit your personal circumstances
• Make Additional Voluntary Contributions (Shared Cost AVCs) to your pension with tax and National Insurance savings
• Access to development opportunities including apprenticeships to support your personal and professional growth
• Paid volunteering hours each year so you can make a positive impact on our community during your normal working day
• Access to our equality, diversity and inclusion network
• Opportunities to receive Employee Recognition Awards

Our Commitments

We are proud to be an equal opportunities employer, dedicated to fostering diversity, advancing equity, and building an inclusive workplace for everyone. We welcome applications from individuals of all backgrounds and particularly encourage those from underrepresented groups, including disabled people, care leavers, and individuals from minority ethnic communities. Your unique perspectives and experiences are encouraged and valued and will play a vital role in our success.

We are committed to making our recruitment process as accessible as possible. If you are disabled and require any reasonable adjustments during the application or interview process, please contact [e-mail] we will work with you to meet your needs.

For further information regarding the post please read the attached job description and person specification. For an informal discussion regarding this opportunity please contact John Ackroyd, Customer Access Transformation Lead on 07716 166330.

If you've already applied and completed the recruitment process for this position within the last three months, there's no need to reapply. We really appreciate your interest and thank you for considering us.