Customer Service Advisor - Castle Point Borough Council
Castle Point Borough Council
Fixed Term (2 years), Full Time 37 hours per week, 8.45 am – 5.15 pm Mon to Thurs, 8.45 – 4.45 Friday
£28,163 – £29,572 per annum (Local Scale Points 13 – 16)
Location: Castle Point (this role is hybrid, however training will need to be completed in person)
Closing Date: 19th January 2024
Why Castle Point? Castle Point Borough Council is a statutory body responsible for employing nearly 350 staff, and delivering over 150 council services, both statutory and for the community's well-being and benefit. Castle Point Borough Council aims to provide high-quality and financially sustainable services while prioritising outstanding customer service, transparency in decision-making, and promoting local democracy. Additionally, the council seeks to transform, modernize, and improve its performance, as well as support and enable the communities within its jurisdiction to be strong, healthy, and thriving.
Our values: Trust, Respect, Improving and Learning, and Customer Focus
Castle Point Borough Council is looking to recruit a Customer Service Advisor to work in its Customer and Digital Services team. The position is an opportunity to work in a busy and varied service. You will be responsible for handling telephone enquiries covering a wide range of Council services, including benefits, council tax, refuse and recycling, and on occasion some face-to-face enquiries. You will be required to deliver high quality customer service, resolving enquiries at the first point of contact, or accurately signposting customers to partner organisations for additional support. You will also help to promote, support and direct customers to self-service means of accessing services.
The post provides an exciting opportunity to join a successful team and gain experience in a busy service. This is an important role within the Council, as you will be the first point of contact for the public which leaves a lasting public impression of the Council.
Successful candidates will ideally be able to demonstrate;
- Experience in resolving telephone enquiries and delivering excellent communication and customer service skills.
- Ability to work as part of a team and on your own.
- Flexibility and adaptability when working as part of a team.
- Ability to work under pressure.
- Knowledge, and/or ability to learn, about a wide range of Council Services.
- Support and embrace the Council’s digital transformation.
- An interest in career development in Local Government.
Accountabilities
Respond to and resolve, in a timely and courteous manner, a wide range of customer enquiries received through all available channels, referring or escalating the enquiry as appropriate in accordance with agreed procedures.
Provide Reception services including:
- Switchboard
- Welcoming visitors
- Signing for incoming post and deliveries
- Triage, log and distribute FOI requests
Assist colleagues with non-complex enquiries made by customers in person or by phone, as required.
Accurately record and maintain customer enquiry records in the Council’s CRM system and various other software applications.
Actively gather and accurately maintain the customer service contacts database, telephone directories and corporate phone records.
Actively promote and direct customers to self-service means of accessing services.
Support digitalisation of Council services, including support to the design, development and implementation of robust and innovative self-service solutions that drive channel shift.
Maintain a general knowledge and awareness of procedures and services provided across the council and by relevant partners.
Promote awareness of other Council services.
Signpost customers to external agencies.
Provide support and assistance with scanning, indexing, print/post, and corporate post functions.
Support the Council and DWP’s strategies for preventing benefit fraud and error, increasing compliance, and protecting the tax base.
The Experience You Will Bring
- Excellent customer service skills, with a focus on providing timely, accurate, and courteous responses to customer enquiries.
- Strong verbal and written communication skills, with the ability to communicate effectively with customers from diverse backgrounds.
- Ability to identify and resolve customer issues efficiently and effectively, escalating as necessary.
- Proficiency in using CRM systems and other relevant software applications.
- Accuracy and attention to detail when entering and maintaining customer data.
- Ability to work collaboratively with colleagues to provide excellent customer service.
- Ability to remain calm and focused under pressure, showing patience and understanding when dealing with customers.
- A good understanding of local government services, procedures, and legislation.
- Previous experience in a customer service role within a large and complex organisation.
Castle Point Borough Council is proud to be a disability confident Leader. We’re committed to interview all disabled applicants if they meet the minimum requirements of the job. We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying. Please speak to our Recruiters if you require any reasonable adjustments during the process.
Castle Point Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.
If you have queries on this role or would like to request a copy of the full role profile, please email curve.resourcing@essex.gov.uk
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