Customer Service Advisor

Job introduction

You can also see our full list of employee benefits on our careers site here: Why you should work for us | West Northamptonshire Council.

About the role

Join our Customer Service Centre team and play a crucial role in maximizing the resolution of customer inquiries at the initial point of contact. We're committed to achieving key objectives, including resolving up to 80% of queries on the first interaction, enhancing customer satisfaction, and minimizing the need for customers to make repeat calls in pursuit of resolution or action. Your contribution will make a direct impact on our commitment to delivering top-notch customer service!

The Customer Service Advisor will be the first point of contact for all of the Council’s external customers, with enquiries/issues related to the following service areas:

• Adult Social Care
• Community Occupational and Assistive Technology
• Children’s Social Care for all across Northamptonshire
• Births, Deaths & Marriages
• Blue Badge
• General Enquiries
• Councillor / MP Enquiries
• Early Years
• Schools & Education Services
• Adult Learning
• Free School Meals
• Highways & Planning
• Libraries
• Council Tax and Benefits
• Waste
• Elections
• Business Rates

Additional information

You don’t need experience across all aspects of the job as that will form part of your development journey, but you will need experience of working in a team and in a customer focused environment as this is the central to the role.

You’ll need to have a solutions driven and adaptable approach to working, thrive in a busy environment with a positive approach to challenges!

Ideally you will have previous experience of working in a customer based Face to Face and Contact Centre environment. You will be able to smoothly manage different processes whilst being able use your own initiative to 'think outside of the box’.

If you’ve got experience within West Northants Council , that’s great, but not essential; being adept at building relationships with key hiring managers and quickly developing an understanding of customer excellence is most important.

Company information

At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services.

Hear more from our Chief Executive, Anna Earnshaw, about what its like to work at West Northants Council.

We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential.  We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner

The following film was created by us to communicate our intentions - watch WNC colleagues explain what DEI means to us.

If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email careers@westnorthants.gov.uk for support.

West Northants Council, where careers thrive.