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- Tasks: Assist customers with inquiries and ensure a positive experience at the first point of contact.
- Company: Join Bath & North East Somerset Council, dedicated to improving lives in the community.
- Benefits: Enjoy flexible work options, opportunities for growth, and a supportive team environment.
- Other info: This role is entry-level and offers a chance to contribute to community well-being.
- Why this job: Make a real difference in people's lives while developing your skills in a passionate team.
- Qualifications: Customer service experience and a positive attitude are essential; be organised and a team player.
The predicted salary is between 24000 - 36000 £ per year.
Overview
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.
Responsibilities
- 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 available to ensure the customer experience is positive and their enquiries are concluded.
- Gathering data and completing documents accurately and 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 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 and 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
- 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.
Note: BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at-risk register (redeployee). If a redeployee expresses an interest in this role and meets the essential criteria, they will be considered ahead of external applicants.
About Bath & North East Somerset Council: Working at Bath & 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. Why Bath & North East Somerset Council? We offer a wide range of benefits to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need. Go to https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits. At Bath & North East Somerset Council we have one overriding purpose to improve peoples live. Find out more about our values at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-values. 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. Find out more on our commitment to Equality, Diversity and Inclusion at https://beta.bathnes.gov.uk/equality-and-diversity. We are a Disability Confident Employer; find out more at https://shorturl.at/ajrsW. Please note that this role is subject to a Basic DBS Check.
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Customer Services - Contact Centre Advisor employer: BATH & NORTH EAST SOMERSET COUNCIL
Contact Detail:
BATH & NORTH EAST SOMERSET COUNCIL Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services - Contact Centre Advisor
✨Tip Number 1
Familiarise yourself with Bath & North East Somerset Council's values and mission. Understanding their commitment to improving people's lives will help you align your responses during the interview, showcasing your passion for customer service.
✨Tip Number 2
Prepare examples of how you've successfully handled customer inquiries in previous roles. Highlighting your experience in a multi-channel contact centre will demonstrate your ability to adapt and thrive in their environment.
✨Tip Number 3
Showcase your organisational skills by discussing how you prioritise tasks and manage multiple platforms. This is crucial for the role, so be ready to provide specific instances where you've excelled in this area.
✨Tip Number 4
Express your enthusiasm for continuous improvement and professional development. Mention any relevant training or initiatives you've participated in that enhanced your customer service skills, as this aligns with their focus on growth.
We think you need these skills to ace Customer Services - Contact Centre Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Customer Services - Contact Centre Advisor position. Tailor your application to highlight how your experience aligns with these requirements.
Showcase Customer Service Skills: Emphasise your customer service experience in your CV and cover letter. Provide specific examples of how you've successfully resolved customer enquiries or improved customer satisfaction in previous roles.
Highlight Communication Abilities: Since this role requires excellent communication skills, make sure to demonstrate your ability to communicate effectively. Use clear and concise language in your application and provide examples of how you've communicated with customers or team members in a positive manner.
Tailor Your Application: Customise your CV and cover letter for this specific role. Mention your familiarity with multi-channel contact centres and any relevant tools or platforms you have used. This shows that you are not only interested but also well-prepared for the position.
How to prepare for a job interview at BATH & NORTH EAST SOMERSET COUNCIL
✨Show Your Customer Service Skills
Make sure to highlight your experience in delivering exceptional customer service. Be prepared to share specific examples of how you've resolved customer issues or improved their experience, as this role is all about supporting and advocating for residents.
✨Demonstrate Your People Skills
As a Customer Services - Contact Centre Advisor, you'll need to communicate effectively with various stakeholders. Practice active listening and be ready to discuss how you build relationships with customers and colleagues alike.
✨Be Organised and Methodical
This role requires juggling multiple tasks and platforms. During the interview, showcase your organisational skills by discussing how you prioritise tasks and manage your time effectively to ensure a smooth customer experience.
✨Embrace Change and Continuous Improvement
The council values innovation and improvement. Be prepared to talk about any experiences you've had with adapting to new processes or technologies, and how you've contributed to enhancing customer service in previous roles.