Customer Experience Assistant

Are you customer focused and outstanding at delivering a positive customer experience?

Then join us at The Amelia, where you’ll be part of a multi-skilled team delivering incredibly valuable and important services that positively impact the lives of everyone in our community.

The Amelia is an amazing facility that houses art exhibitions, cultural resources, libraries, and Council services. It’s a destination of national repute and a facility that’s leading the way in delivering an integrated, visitor-first, culture and community experience.

As a Customer Experience Assistant, you’ll respond to customer enquiries via our contact centre, both on the phone and face to face, advising on a wide range of services including Council Tax, parking enquiries, Assembly Hall Theatre bookings, tourist information, library services, the delivery of events, and much more.

You’ll begin your journey with an intensive yet rewarding training schedule, which will equip you with the skills and knowledge to progress your career in customer service through this exciting career graded position.

To be successful, you will need:

• Excellent communication skills, both written and verbal
• The ability to advise customers across a broad range of Council and Amelia services
• Confidence, tact, diplomacy, and empathy
• A ‘can-do’ approach and the ability to contribute positively to both the team and the customer’s experience
• GCSEs (or equivalent) including Maths and English, and proficiency in IT (Microsoft Office)
• Ability to work weekends and occasional evenings, your hours will be worked on a rota basis.

What we offer:

• Financial: An attractive basic salary within a clear pay structure
• Holiday Entitlement: 22 days annual leave (increasing to 27 days after 5 years continuous Local Government service) plus three additional days in December and bank holidays.
• Employee Assistance Programme: The Council has partnered with Health Assured to provide staff with access to EAP (Employee Assistance Programme) to assist in balancing everyday life with the requirement of work and home.
• Free staff parking.
• Pensions: Membership of the Local Government (CARE – Career Average (Revalued Earnings) Pension Scheme – Employer contribution of 19.7%.
• Hybrid: The Council operates a hybrid working model with minimum 2 days working in the office.
• Personal Development: Invaluable training opportunities for continuing professional development.
• Take a look here at all the additional benefits that we offer.

Equal Opportunities

Tunbridge Wells – Working for Equality. We welcome applications from all sections of the community.

Safeguarding

The Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employee and volunteers to share this commitment.

This post is subject to a satisfactory Basic DBS check.