Senior Customer Service Advisor

Cambridge City Council; Cambridge; On-site; GBP 34,000 - 38,000; Full time

Benefits offered by this job

Annual leave 25–30 days

Flexible working options

Wellbeing support

Cycle to Work

Gym membership

Subsidy for public transport

Job summary

The Cambridge City Council is seeking a Senior Customer Service Advisor to join the customer service team at Mandela House, Cambridge.

You will handle a diverse range of queries, build relationships, take ownership and use your initiative to help residents with housing, neighbours, and other council services, while working face-to-face, by phone, email or web chat.

A DBS check will be required.

Qualifications

• Flexible and adaptable with a high degree of computer literacy and attention to detail.
• Able to remain calm and supportive when helping customers in difficult circumstances.
• Demonstrates achievements through examples of how you have gained new skills or progressed.

Responsibilities

• Provide help and advice to customers with a diverse range of queries and situations.
• Build relationships, take ownership and use initiative to make decisions for the benefit of customers.
• Work in partnership with all services within the Council to keep the customer journey at the forefront.

Skills

Customer service

Job description

Job Description

The Role and About the Person you are looking for

If you’re looking for a career in local government then join our customer service team!

Job Description

The Role and About the Person you are looking for

If you’re looking for a career in local government then join our customer service team!

The team

We are the lifeblood of Cambridge City Council’s workforce; our advisors are routinely promoted to positions in all teams across the Council, including housing, council tax, transformation, environmental services, elections and housing repairs. Joining our team is a good first step in achieving your career goals, as the skills and knowledge you will gain working as a customer service advisor are valued in every team across the council.

The role

Our team are crucial to the residents of Cambridge, assisting them with a variety of situations. During a typical day you could begin by helping someone who has found a dog and end it with a tenant who has lost a roof tile, with a healthy dose of noisy neighbours, home improvement plans and runaway cows to fill your time in between! This role can evolve into a hybrid working; our advisors help customers face to face at our offices in central Cambridge as well supporting residents by telephone, email and web chat, training also needs to be completed in person in our offices. It is a challenging role, as there is continuous demand for our services. Additionally, as in all walks of life, some customers who need our support may have mental health conditions, or could be facing life-changing housing situations, so the ability to remain calm and continue to help customers who are in the midst of difficult circumstances is essential.

What You’ll Be Doing

As a Senior Customer Service Advisor, we will look to you to provide help and advice to customers with a diverse range of queries, questions, and situations so you’ll be able to demonstrate your ability to build relationships, take ownership and use your initiative to make decisions for the benefit of our customers. You will have the chance to work in partnership with all services within the Council and to keep the customer journey at the forefront of what we do.

About You

Because not all days are the same, you need to be flexible and adaptable as well as having a high degree of computer literacy and attention to detail. Being resilient and not taking offense are key personal attributes the role requires, so if you have these skills and want a career in local government, apply to join our team today. Love customer service roles and still want to progress? Our career grade programme will support you to do just that. Demonstrate your achievements through examples of where you have gained a new skill or gone above and beyond for our customers, you can be considered for progression within the customer services team. If you have the talents, we are looking for then we want to hear from you.

The successful applicant will be required to undertake a Basic Disclosure and Barring Service (DBS) check.

Why join us

As well as being part of a supportive team delivering meaningful work that directly impacts our communities, we offer a supportive and rewarding working environment along with a wide range of benefits, including:

• Excellent learning and development opportunities supported via a range of sources and methods and, where applicable, recognised through Digital Badges
• Access to the Local Government Pension Scheme(LGPS) and Additional Voluntary Contribution (Shared AVC) Scheme
• Agile and Flexible working options
• Generous annual leave starting at 25 days, rising to 30 days after five years’ service, plus 8 days public holidays (pro rata for part time), with the option to purchase additional leave
• Family friendly policies and Flexible Bank Holidays
• Confidential wellbeing support through our Employee Assistance Programme and Your Care wellbeing platform
• Staff reward and recognition framework, including an annual staff awards ceremony
• Professional Membership Fees paid for, dependent on role
• Salary sacrifice schemes including Cycle to Work, Gym Membership and Home & Electronics
• Lifestyle Savings with over 750 discounts from the UK’s leading retailers, restaurants, supermarkets, attractions and more
• Free swimming at CCC swimming pools
• Subsidy for public transport
• Relocation Assistance may be payable in approved cases
• Annually negotiated pay and award progression

Hours: This is a full-time role, for 37 hours per week. Although the role is advertised as full time, if you believe you have the skills and experience to join us and would like to discuss different working patterns, please do get in touch.

Working Pattern: Monday – Friday 9am-5.15pm

Contract: Permanent

Salary: £33,672 - £37,562 per annum (City Pay Band 4), pro rata for part time.

Location: Mandela House, Cambridge.

Cambridge City Council recognises the value of digital badges in evidencing skills, knowledge and competencies, and welcomes their inclusion within job applications as verifiable indicators of achievement and capability.

Cambridge City Council is an Equal Opportunity employer and embraces diversity, creating an inclusive environment for all employees.