Location: Town Hall, Weston-\u2018Super-Mare – Hybrid (approx. 3 per week in the office)
At Delt, we are passionate about delivering high-quality services that make a difference to our customers and communities. We are looking for a Senior Customer Service Adviser to play a key role in supporting service delivery, developing colleagues and driving continuous improvement across our Customer Services and Business Support teams.
This is an excellent opportunity for an experienced customer service professional who enjoys coaching others, analysing performance, solving problems and ensuring customers receive an outstanding service.
Working closely with Team Managers and operational colleagues, you\'ll use performance data, quality monitoring and customer insight to help teams achieve service objectives, improve outcomes and maintain high standards of service delivery.
What you\'ll be doing
- Supporting the delivery of high-performing customer service and business support operations.
- Monitoring operational performance and identifying opportunities to improve service outcomes.
- Providing coaching, feedback and development support to colleagues to help them achieve their full potential.
- Conducting quality assessments and using insight to drive service improvements.
- Managing customer, client and partner escalations to successful resolution.
- Producing and analysing management information to support operational decision-making.
- Supporting Team Managers to ensure resources are effectively deployed and service standards are achieved.
- Building positive relationships with service stakeholders and customers.
What we\'re looking for:
We\'re looking for someone who enjoys working with people and takes pride in delivering a great service.
- Experience working within a customer service, contact centre or business support environment.
- Experience of coaching, mentoring or supporting the development of colleagues.
- Strong communication and interpersonal skills.
- Ability to analyse performance information and translate findings into improvement actions.
- Excellent organisational skills and attention to detail.
- Confidence handling customer and stakeholder escalations.
- A proactive approach to problem solving and continuous improvement.
This is a hybrid role, with office attendance expected Monday – Wednesday. Please note that there could be an occasion where additional days in the office are required, so there will need to be a degree of flexibility from the successful candidate.
Why Delt?
Delt exists to make a difference. We\'re owned by the public sector but operate with a private sector mindset - agile, efficient, and impact-driven. Everything we do helps to support vital public services across the Southwest. If you want a role where your work truly matters, Delt could be the place for you.
Benefits include
- Generous holiday allowance of 25 days plus bank holidays (pro rata for part time)
- Matched contribution pension scheme up to 10% of salary
- Opportunities to buy and sell leave
- Employee shopping savings portal
- Opportunities for training to be funded by Delt
- EV salary sacrifice
- Employee assistance programme supporting mental and physical wellbeing
Deadline for applications:
Friday 30th October
Disclaimer:
Some benefits may be subject to eligibility criteria and individual circumstances. For roles paid at or near the Real Living Wage, certain salary-sacrifice benefits (such as buying additional leave or the cycle-to-work scheme) may not be available where deductions would reduce pay below minimum wage.
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Senior Customer Service Advisor in Weston-super-Mare employer: Delt Shared Services Ltd
Delt Shared Services is an exceptional employer that prioritises a people-centred work culture, offering a collaborative environment where employees can thrive. With generous benefits such as a substantial holiday allowance, a matched pension scheme, and opportunities for professional growth, Delt empowers its team to make a meaningful impact in the community. Located in Plymouth, this role as a Customer Solutions Architect not only allows for hybrid working but also positions you at the forefront of transforming technology landscapes for vital public services.
