At a Glance
- Tasks: Support Swindon residents through inbound calls, providing guidance on Council services.
- Company: Join a dynamic team dedicated to enhancing community support.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on digital-first customer service.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 22000 - 26000 € per year.
Role Purpose
To support residents of Swindon through an inbound contact centre service, helping them access the wide range of services provided by the Council. Deliver high-quality customer support while promoting a digital-first approach, encouraging customers to access information and services online where appropriate.
Key Responsibilities
- Handle inbound customer calls from residents in a professional, helpful, and efficient manner.
- Provide clear information and guidance on Council services and processes.
- Understand customer needs through effective questioning and listening skills.
- Signpost customers to the most appropriate support services, both within the Council and external organisations where relevant.
- Encourage and support customers to use online/self-service channels in line with the Council’s digital-first approach.
- Escalate complex queries, service requests, or unresolved issues to the appropriate Council department.
- Record accurate customer information and maintain clear case notes on internal systems.
- Deliver excellent customer service while managing a varied range of enquiries.
- Work collaboratively with internal teams to ensure residents receive timely and effective support.
Skills & Experience
Essential:
- Strong customer service and communication skills.
- Ability to listen, understand customer needs, and provide appropriate solutions or guidance.
- Confidence using computer systems and online platforms.
- Ability to handle multiple enquiries and work in a fast-paced contact centre environment.
- Problem-solving skills and good attention to detail.
- Professional, empathetic, and calm approach when dealing with customers.
Desirable:
- Previous experience in a contact centre, customer service, or public sector environment.
- Experience supporting customers with digital or online services.
- Knowledge of local authority or council services.
Working Pattern
37 hours per week Monday – Friday, 9:00am – 5:00pm Hybrid Working: 3 days office-based / 2 days home-based
Working Environment
This is an inbound contact centre role involving telephone-based customer support, handling resident enquiries, providing information, and coordinating with service teams to resolve issues effectively.
Customer Service Advisor – AR in Swindon employer: Carrington Blake Recruitment
As a Customer Service Advisor at the Swindon Council, you will be part of a supportive and dynamic team dedicated to enhancing the lives of local residents. With a strong emphasis on professional development and a hybrid working model, we foster a collaborative work culture that values empathy and effective communication. Join us to make a meaningful impact while enjoying the benefits of a digital-first approach and flexible working arrangements.
Contact Detail:
Carrington Blake Recruitment Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor – AR in Swindon
✨Tip Number 1
Get to know the company! Research Swindon Council and their services. This way, when you get that call, you can show off your knowledge and impress them with how well you understand their mission.
✨Tip Number 2
Practice your listening skills! During the interview, make sure to listen carefully to the questions and respond thoughtfully. It’s all about showing you can understand customer needs just like you would in the role.
✨Tip Number 3
Be ready to demonstrate your problem-solving skills. Think of examples from your past experiences where you’ve successfully handled customer queries or resolved issues. This will show you’re a perfect fit for the fast-paced environment.
✨Tip Number 4
Don’t forget to highlight your digital skills! Since they’re promoting a digital-first approach, share any experience you have with online platforms or self-service channels. It’ll show you’re on board with their vision!
We think you need these skills to ace Customer Service Advisor – AR in Swindon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Service Advisor. We want to see how you can support residents effectively, so don’t hold back on showcasing your customer service prowess!
Showcase Your Communication Skills:Since this role is all about helping residents over the phone, it’s crucial to demonstrate your strong communication skills in your written application. Use clear and concise language to show us you can convey information effectively.
Highlight Problem-Solving Abilities:We love a good problem-solver! In your application, share examples of how you've tackled challenges in previous roles. This will help us see how you can handle the varied enquiries that come your way in a contact centre environment.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re tech-savvy, which is a big plus for this position!
How to prepare for a job interview at Carrington Blake Recruitment
✨Know Your Stuff
Familiarise yourself with the services provided by the Council. Understand the common queries residents might have and how to guide them effectively. This will show that you're proactive and genuinely interested in helping.
✨Practice Active Listening
During the interview, demonstrate your listening skills. When asked questions, take a moment to think before responding. This reflects your ability to understand customer needs, which is crucial for a Customer Service Advisor role.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've handled difficult situations in the past. Highlight your approach to resolving issues and how you maintained a calm and professional demeanor. This will illustrate your capability to manage varied enquiries.
✨Embrace the Digital Approach
Since the role promotes a digital-first strategy, be ready to discuss your experience with online platforms. Share any relevant experiences where you've encouraged customers to use self-service options, showcasing your alignment with the Council's goals.
