£23,951 per annum based at County Hall, Penrhyn Road, Kingston Upon Thames, KT1 2DN. This position is based inside one of our main area offices, click HERE to see a 360 degree view of the building and surrounding area along with a view of the reception.
We have 5 x 6 month fixed term contract.
You will benefit from 24 days annual leave, rising to 28 days after 2 years' service, a generous local government salary related pension, as well as the option to join our car lease scheme. For more information about the wide variety of benefits you can take advantage of please visit MyBenefits for Surrey County Council staff.
Surrey County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.
About the role
This is an exciting opportunity to join Surrey's award winning Contact Centre team.
Established in 1999, the Contact Centre is the front door to the main services provided by Surrey County Council (SCC) and is responsible for handling the vast majority of the organisation's initial contacts, thereby making it easier for customers to contact SCC and have their enquiry efficiently resolved.
We are the central point of information for the residents of Surrey so you'll answer a wide and interesting range of enquiries by telephone, email and social media. You will be providing information and mediating access to on-line services. Our aim is to resolve the majority of enquiries at first point of contact.
SCC's Contact Centre has an excellent reputation across the Customer Services community, working closely with the Web Operations Team to ensure that full information is provided on the Councils website. Customers recently rated 94% of the service provided by the Contact Centre as "good" or "very good".
It is a complex, busy operation requiring fast reaction to changes in customer contact and service requirements. This makes it a fairly pressurised environment in which to operate, with Information Officers empowered to make decisions wherever possible while communicating with customers. The post holder will be expected to proactively contribute enthusiasm and ideas to improve the quality of the service provided.
We are looking for individuals with a real passion for customer service who will enjoy supporting our customers all day every day. As the public voice of the Council you will have an extremely important role to play which demands a positive and proactive attitude. You will need to be a good listener, thinking quickly and teasing out issues. The Contact Centre uses various IT systems so you will need to be confident and competent in this area. You will also need excellent spoken and written English together with the ability to provide prompt, efficient and sensitive responses to people from a diverse background.
You will be working as part of a well-supported team. The Contact Centre training team will take you through a 3 week training programme and you will be given the tools to work independently to allow you to deliver excellent service to our customers and to resolve a wide range of enquiries.
To be shortlisted to interview your CV and personal statement will clearly evidence:
- Experience of providing high levels of customer care and professionalism to members of the public
- Good IT skills and to use databases to a high standard of accuracy
- Ability to work effectively and flexibly and as part of a team
- Effective written and oral communication and interpersonal skills
- Ability to travel to Kingston Upon Thames
We look forward to receiving your application
For an informal discussion about this role, please contact Sarah Hutin the Operations Manager on 020 8541 7937 or Shabana Kausar Training Manager on 01483 518100.
The job advert closes at 23:59 on 20th September 2019
Interviews will take place on week commencing 23rd September.
Please note, if access to the GCSX (PSN) network is required for this role, a Basic Disclosure (DBS check) will be required to meet the Government Baseline Personnel Security Standards.
About the organisation
Values and behaviours
Our values are what support our vision, shape the culture and are crucial in delivering our corporate strategy. For more information about our values and behaviours please click HERE.
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