Senior Customer Service Advisor

Sheffield City Council; Sheffield; Hybrid; GBP 28,000; Full time

Job description

Are you a champion of excellent customer service? If you put customers’ first, and support, facilitate and motivate staff to do their best for the people of Sheffield, we have an exciting opportunity for you as a Senior Advisor in the council’s Contact Centre.

The role holder will help facilitate the provision of a timely customer-driven service:

• Respond appropriately to customer enquiries by telephone, post and electronic communications.
• Provide in-depth repairs subject knowledge support and training to Advisors.
• Support Team Leaders.
• Coach, mentor and support Customer Service Advisors.
• Provide constructive feedback to Customer Service Advisors.
• Work with colleagues within Customer Services and other council services to maintain and improve our service to customers.
• Seek opportunities to improve ways of working and communication.

The positions we have available are as follows. Please specify within your application which position you wish to apply for:

• Housing Contact Centre – 22 hours per week – between 8am – 5.30pm Tuesday, Wednesday and Friday
• Revenues & Benefits (Council Tax & Benefits) Contact Centre - 37 hours per week - between 8.30am – 5.30pm Monday to Friday
• Out of Hours Contact Centre – 15 hours per week (15:30 – 23:30 Saturday & Sunday)

For the Housing and Revenues & Benefits positions, experience of working in these roles is essential.

Our Out of Hours service deals with a variety of calls from some of our most vulnerable customers, working alongside our Adults and Childrens’ Social Workers, as well as dealing with homeless callers and emergency repairs.

Successful candidates for the Revenues & Benefits and Out of Hours positions will be required to complete a Basic DBS check.

Most members of our Contact Centre team – once trained - will be substantially home based although some attendance at our Sheffield city centre office is required.

Full induction and job training will be provided at our city centre office to ensure you feel confident and knowledgeable to answer or find the answer to any query, and support is always on hand to refer to.

As you will be required as a regular and intrinsic part of your role, to speak to members of the public in English, you must be able to converse at ease with customers and provide advice in accurate spoken English.

The positions are permanent, the council has generous holiday entitlement, and the starting salary is £27,803 per year for a full-time post. The Out of Hours position does attract pay enhancements.

If appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Although this position is within the Contact Centre, the Senior Advisor role is a generic one within Customers Services and the role holder could be asked to join other teams in future.

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

Under the Disability Confident Scheme, disabled applicants, who meet the essential criteria of this job, are guaranteed an interview.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

This role is a great way to start or continue your career with Sheffield City Council. Join a diverse, focussed, supportive, and friendly team. Work with different council services, support and enable a great team of Advisors, help customers request services, and refer to and get to know colleagues across the council.

To find out more or ask any questions about the role, feel free to email.