Customer Service Contact Centre Advisor in Bath

At Bath & North East Somerset Council we have one overriding purpose – to improve people’s lives. This is a rolling recruitment advert, so applications will be reviewed as we receive them. 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.
• Supporting 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.
• 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 natasha_powell@bathnes.gov.uk.

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 if a redeployee expresses an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.

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. 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. 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.