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For Companies At a Glance
- Tasks: Assist customers through various channels, providing advice and resolving enquiries.
- Company: Join Solihull Council, a leading local authority known for its public service expertise.
- Benefits: Enjoy a competitive hourly rate of £13.47, paid weekly, with opportunities for personal development.
- Why this job: Be part of a supportive team, making a real impact in your community while gaining valuable experience.
- Qualifications: Strong customer service skills and NVQ Level 3 or equivalent experience required.
- Other info: Flexible shift rota and travel to multiple sites may be necessary.
Your new company
Due to the partnership between Hays and Solihull Council, we are looking for customer service advisors to join the Connect Customer Contact Service. Being a large leading local authority, Solihull Council is renowned for their expertise in public services and endless opportunities. Solihull Council provides the city’s residents with a number of services to ensure stability within citizens' daily lives.
Your new role
The post holder is a member of the Solihull Connect Customer Contact Service which handles a diverse range of enquiries through various access channels (Face to Face, Telephone, Emails, Live chat and Short Message Services (SMS). The successful person will be a customer-focused and flexible member of the Solihull Connect Customer Contact Service, providing a seamless service to all customers. Appointment may be anywhere within the grade banding based on experience and competencies and subject to operational requirements. This will be determined by meeting the requirements of the person specification.
Responsibilities
- The post holder will be expected to work both on their own initiative and as part of a team to handle and respond to customer enquiries.
- To answer all enquiries.
- Handle complex customer contacts; ascertain customer needs, provide advice and guidance as necessary within the relevant service area such as Council Tax, Benefits, Social Services, Registrars, Environmental etc.
- Use initiative and problem-solving skills to deal with enquiries via a range of communication methods including face to face, telephone, email, webmail and letter.
- Work as part of a team to handle difficult or sensitive issues and customer complaints effectively.
- Be familiar with and keep up to date with Council policies, procedures and appropriate legislation.
What you'll need to succeed
- The ideal candidate should have strong customer service skills and have the confidence to work on their own.
- NVQ Level 3 or equivalent in a relevant subject, e.g., Administration or Customer Services or the ability to demonstrate an equivalent level of knowledge obtained through extended experience.
- Have extensive experience delivering customer service-focused work in a busy, pressurised front-line service environment and experience of dealing with customers in sensitive situations and resolving complaints.
- You will be working in a team, so it’s vital you have teamwork skills.
- Able to work a flexible shift rota.
- Ability to travel to multiple sites around the borough in line with the needs of the service.
What you'll get in return
As a large local authority in Europe with their reputation solely built upon their passionate investment in people, your employment as a customer service advisor will be a rewarding perk of the job as you will be taking pride in the speed of service within Solihull Council as an organization. You will receive an hourly rate of pay of £13.47 paid weekly.
What you need to do now
If you’re interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn’t quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with Solihull Council's services and policies. Understanding the specific services they offer, such as Council Tax and Social Services, will help you demonstrate your knowledge during the interview.
✨Tip Number 2
Practice your communication skills across various channels. Since the role involves face-to-face interactions, phone calls, and emails, being comfortable in all these formats will show your versatility as a candidate.
✨Tip Number 3
Prepare for situational questions that assess your problem-solving abilities. Think of examples from your past experiences where you successfully handled difficult customer situations or complaints.
✨Tip Number 4
Showcase your teamwork skills by discussing previous collaborative experiences. Highlighting how you've worked effectively within a team to resolve issues will align well with the job's requirements.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Customer Service Advisor position. Tailor your application to highlight how your skills and experiences align with what Solihull Council is looking for.
Highlight Relevant Experience: In your CV and cover letter, emphasise your previous customer service experience, especially in busy environments. Mention specific situations where you successfully handled customer enquiries or resolved complaints.
Showcase Teamwork Skills: Since teamwork is essential for this role, provide examples of how you've worked effectively within a team. Discuss any collaborative projects or experiences that demonstrate your ability to work well with others.
Proofread Your Application: Before submitting your application, make sure to proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Hays
✨Showcase Your Customer Service Skills
Make sure to highlight your previous experience in customer service roles. Be prepared to discuss specific examples where you successfully resolved customer issues or complaints, as this will demonstrate your ability to handle the diverse enquiries expected in this role.
✨Familiarise Yourself with Council Policies
Before the interview, take some time to research Solihull Council's policies and procedures. Being knowledgeable about their services will not only impress the interviewers but also show your genuine interest in the role and the organisation.
✨Demonstrate Teamwork Abilities
Since the role requires working as part of a team, be ready to share examples of how you've effectively collaborated with colleagues in the past. Highlight any experiences where you helped resolve conflicts or supported team members in achieving common goals.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Practice responding to hypothetical situations related to customer service, such as handling difficult customers or managing multiple enquiries at once. This will help you articulate your problem-solving skills effectively.
