Customer Services Advisor

Are you passionate about making a difference to our citizens and the district that they reside in? Then, we have an exciting opportunity for you to join our Team

About the Role:

We are currently looking to appoint a Customer Service Advisor within Adults Social Care, to deliver and maintain a caring, empathetic, efficient and welcoming customer service, responding to individual customer needs. You will champion the customer and proactively suggest ways to improve the customer experience.

This is a 12 month temporary role for maternity leave cover.

Key Responsibilities:

• Take responsibility for handling customer enquiries received via telephone, email and e-forms.
• Respond promptly and flexibly to customers, taking practical actions to help.
• Use established and documented procedures, referring exceptions to the Support Services Co-ordinator or other manager for resolution.
• Create and update electronic customer records using the Council’s core systems, recording personal information in line with General Data Protection Regulations.
• Be responsible for high levels of communication with colleagues and managers to ensure the dissemination of information of relevant issues affecting the team and services.

What will be expected from me?

• Sound understanding of good customer service practices.
• Highly developed keyboard skills and an understanding of Microsoft Office packages.
• Experience of dealing with customer enquiries from a variety of access channels including the telephone, email and other channels.
• Excellent listening, verbal, written communication and interpersonal skills with the ability to adapt the style to suit the audience.
• Willingness to work flexibly within the role
• Hours of operation for the service are 07:00-19:00 Monday to Friday which includes shift cover. Rotas are provided 6 weeks in advance.

Essential requirements:

• GCSE’s in Maths and English or equivalent or Substantial experience of delivering customer service.
• Proven successful experience of working in a fast paced customer-facing environment.
• Competent in using desktop software including Microsoft word and excel.
• Using computer databases to record and view customer information and transactions accurately.
• Working under pressure to tight deadlines.
• Proficient in organising and prioritising tasks.
• Experience of identifying urgent or emergency situations in a customer service environment and responding with the appropriate level of escalation.

What can I expect?

• A competitive salary
• Generous holiday entitlement with the option to buy up to 10 extra days of annual leave
• Hybrid working (subject to role suitability)
• Access to high-quality training programs to advance your career to the next level.
• We are committed to supporting the wellbeing of our staff. We recognise that resilient teams need good work life balance as well as supportive leadership.
• Discounted and subsidised public transport (Arriva Bus Annual Travel Ticket, Northern Trains Limited (NTL), MetroCard).
• Local Government Pension Scheme (LGPS) and a Shared Cost Additional Voluntary Contributions (AVC) scheme providing a tax efficient way to increase our pension.
• Great range of benefits including an Employee Assistant Programme, discounted membership to our excellent leisure facilities with free 12 weeks exercise program, discounts for a range of retail, entertainment, health and leisure providers, a cycle to work scheme, and many more.

Want to know more?

If you would like to know more about the role, the recruitment process or working for Wakefield Council, feel free to contact.

Name: Tracy Hare

Tel: 07880-786064

E-mail: thare@wakefield.gov.uk

Join us and make a real impact in the community. Apply today to become a valued member of our team!

Safeguarding

Wakefield Council is wholly committed to ensuring children and vulnerable adults are fully supported and safe. We are dedicated to the safeguarding of all children and vulnerable adults whilst promoting their welfare. We expect all staff and volunteers to share this responsibility.

Probation

If you are successful in your application and still within your probation period when starting in this role. The remainder of your probation period will apply to this role.

Fluency Duty

To comply with Part 7 of the Immigration Act 2016 (Fluency Duty), public facing roles will be subject to the Fluency Duty.

Diversity

Having a diverse workforce that is reflective of the communities we serve helps us to achieve the best outcomes for all. We encourage applications from everyone and actively seek to ensure that everyone feels included in the workplace so that we can make the most of our differences.

Why Wakefield

To find out more about the benefits of working at Wakefield Council, click here.