Senior Customer Service Advisor

Newcastle City Council; Newcastle upon Tyne; On-site; GBP 39,000 - 43,000; Full time

Job summary

An established industry player is seeking a dedicated Senior Customer Service Advisor to join their dynamic Contact Centre team. In this role, you will gain invaluable people management experience while overseeing a team that provides essential services, including CCTV monitoring and emergency response. Your ability to remain calm under pressure and make critical decisions will be key as you navigate various challenges. This position not only offers the chance to enhance your leadership skills but also allows you to contribute significantly to the community by ensuring effective service delivery during crucial times. If you are ready to take on this rewarding challenge, we invite you to apply.

Qualifications

• Experience in managing teams and prioritizing tasks effectively.
• Ability to make critical decisions and diffuse difficult situations.

Responsibilities

• Coordinate resources to deliver Contact Centre and emergency services.
• Manage a team of Senior Customer Service Advisors in a fast-paced environment.

Skills

People Management

Decision Making

Conflict Resolution

Calm Under Pressure

Job description

Hours: 40.25 hours weekly (37 hours plus 3.25 hours contractual overtime), working a rotating 12-hour shift. Shift pattern consists of 3-day shifts, 3 rest days, 3-day shifts, 3 rest days, 3 night shifts, 3 rest days, 3 night shifts 3 rest days.

Salary (including Enhancements): £39,639.24 - £42,181.08 (per annum)

Location: Contact Centre - Benton Park Road Offices

The Role:

Are you looking for a role that will provide more people management experience? This post offers a fantastic opportunity for you to do just this; in addition to improving your overall knowledge in areas of leading a team, you will also gain further insight into various areas of Newcastle City Council, in particular the Ostara service.

Do you have the ability to prioritise and make critical decisions?

Have you got a positive, can do attitude?

Are you able to diffuse difficult situations before they escalate?

Can you remain calm under pressure?

The successful candidate will work in our Contact Centre and be part of a team of Senior Customer Service Advisors working round the clock coordinating resources to deliver Contact Centre, CCTV and Care Alarm services, as well as dispatching response teams in emergency situations.

You will also be involved in a wide range of tasks involving other services including property repairs, noise complaints, emergency homeless and your local services, particularly out of hours.

Contact Information:

Before making up your mind why not contact one of our Customer Services Team Managers:
Gemma McGlashan - 0191 2788600 ext.39222 or
Elaine Martin - 0191 2788600 ext.39220 for an informal chat about this opportunity.

If you are interested, please complete the application form where you will need to demonstrate how you meet the essential criteria of the current person specification for this post, giving relevant evidence and examples.

Please note that this position requires you to work bank holidays including Christmas and New Year depending on the shift pattern.

Apply online at www.northeastjobs.org.uk, select 'Apply Now' and complete our online application form. Any communication sent to you regarding your application will be sent to the email address you have set up on your Northeast Jobs account, so you will need to ensure that you check your inbox.