At a Glance
- Tasks: Help customers with enquiries and provide a friendly, professional service.
- Company: Join Bath & North East Somerset Council, dedicated to improving lives.
- Benefits: Flexible hours, career growth opportunities, and a supportive team environment.
- Other info: Rolling recruitment means you can apply anytime!
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 24000 - 30000 £ per year.
At Bath & North East Somerset Council we have one overriding purpose – to improve people’s lives.
Rolling Recruitment – Apply Anytime. This is a rolling recruitment advert, so applications will be reviewed as we receive them. We let you know if you have been shortlisted and arrange interviews as and when we have vacancies. Please state clearly in your supporting letter the hours you are interested in.
We are looking for an advisor to join our Customer Service Contact Centre Team. We are passionate about delivering a top quality service to our residents/partners and service users. Supporting, resolving and signposting customers to ensure a positive experience at the first point of contact regardless of the channel they have chosen to contact the authority.
What you will be doing:
- Responding to customer enquiries using defined procedures and protocols to deliver a consistent professional and friendly service for all our residents.
- Supporting the development of relationships with customers, other key stakeholders and interagency/community groups, thereby helping to increase awareness of the service, its value and performance.
- Utilising all the tools and platforms that are available to ensure the customer experience is positive and their enquiries are concluded.
- Gathering data and completing documents accurately & securely to ensure that records are thorough and kept up to date.
- Using data to produce reports and information for Partner Liaison meetings along with decision making.
- With guidance and support from the Team Leader, represent and ensure the delivery of any business continuity plans and procedures for the service at Partner Liaison meetings.
- Gathering accurate information needed to resolve more complex enquiries so they can be passed to specialists for conclusion.
- Processing bookings, payments & supporting with digital channels.
- Support customers to use self-serve delivery options (e.g. online) and where possible resolve enquiries.
What we are looking for from you:
- Customer Service Guru. You know what it takes to deliver amazing customer service and work as an individual and a team. Protecting and caring for our most vulnerable, being an advocate for the Service and the Authority.
- People Person. You are motivated, can communicate in a helpful and positive manner supporting every customer/partner/colleague with their journey.
- Organised & Methodical. Need to deal with multiple platforms, services and prioritise tasks.
- Change Champion. Support new initiatives and the implementation of new ways of working.
- Experience of working in a multi-channel Contact Centre.
- Continuous improvement. Actively developing your skills and working with the Customer Service Team to implement ideas to enhance the customer experience.
Why Join Us?
- Great Team. You will be joining an award-winning team that is passionate and takes pride in delivering services to everyone.
- Opportunity to Grow. We are committed to your development and offer plenty of opportunity to learn and grow.
- Make a difference. You will have the chance to share ideas through our customer service continuous improvement channel.
- Improving peoples lives. Providing ways for everyone in the community to reach their full potential.
If you are interested in this post and require more details or just to chat through the role and what’s involved, please contact Natasha Powell, Customer Services Operations Manager by email.
No Agencies, Please.
*Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at-risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.
About Bath and North East Somerset Council. Working at Bath and North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. We are a Disability Confident Employer – find out more at. The Council is committed to having a diverse and inclusive workforce. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.
Please note that this role is subject to a Basic DBS Check.
Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with/without barred list checks.
Customer Service Contact Centre Advisor in Bath employer: Bath and North East Somerset Council
Bath College is an exceptional employer that prioritises the well-being and professional development of its staff. With a generous holiday entitlement, flexible working options, and a commitment to safeguarding, employees enjoy a supportive work culture that fosters growth and work-life balance. The College's location in Bath offers a vibrant community and access to various employee benefits, making it an ideal place for those seeking meaningful and rewarding employment.
Contact Details:
Bath and North East Somerset Council Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Contact Centre Advisor in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bath and North East Somerset Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bath and North East Somerset Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Contact Centre Advisor in Bath
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bath and North East Somerset Council:Your cover letter is your chance to shine! Tell us why you want to work at Bath and North East Somerset Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bath and North East Somerset Council!
How to prepare for a job interview at Bath and North East Somerset Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
