At a Glance
- Tasks: Provide top-notch customer service and handle enquiries via various channels.
- Company: Join Reading Borough Council, a diverse and inclusive employer.
- Benefits: Enjoy generous holidays, flexible working, and a supportive environment.
- Other info: Be part of a collaborative team in a modern working environment.
- Why this job: Make a real difference in your community while developing your career.
- Qualifications: Experience in a call centre and strong communication skills required.
The predicted salary is between 30000 - 32597 £ per year.
The Customer Fulfilment Centre (CFC) Advisor is a crucial service delivery role in the Customer Fulfilment Centre which assists by providing high performing, effective and consistent services to residents, businesses and partners. We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.
About the role
Your role will be varied, and you will deal with a range of enquiries face to face, over the telephone, by email and text messaging. You will be required to:
- Provide excellent customer service by giving accurate and up to date advice
- Understand the needs of customers and handle difficult situations in a sensitive way
- Use several systems to input and extract information, so experience of using a variety of computer packages is desirable
About you
You must have experience of working in a Call Centre environment and working as part of a team to provide the best possible customer service. You will have good communication skills and have the ability to deal with a broad range of customer enquiries. You will have a high degree of self-motivation and initiative and fit comfortably in a fast-paced and busy Customer Fulfilment Centre. Experience of using a variety of computer packages in order to extract and input customer and other information.
You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place. Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success.
Our values and behaviours guide how we will achieve this:
- Work Together - as one team work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do
- Drive Efficiency - show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential
- Be Ambitious - be demanding of our own performance – striving to be even better – and be prepared to engage with and challenge leaders in a constructive and positive way
- Make a Difference - to Reading maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed
Our offer
We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment. A competitive salary alongside a range of benefits including:
- Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 33 days after 10 years' service, with the option to buy additional leave
- A wide range of flexible working opportunities
- Modern working environment at the Civic Offices in the heart of Reading
- On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted, and a salary sacrifice scheme to help lower the cost of your nursery fees
- Season Ticket Loan - to help with the cost of your rail/ bus journey, to & from work
- Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax
For more information on this position please contact Ben Shiell, Customer Fulfilment Centre Operations Manager.
Customer Fulfilment Advisor in Reading employer: Reading Borough Council
Whitley Park Primary and Nursery School is an excellent employer, offering a vibrant and inclusive community where educators can thrive. With a strong commitment to professional development and a supportive work culture, teachers are encouraged to make a meaningful impact on students' lives while enjoying a collaborative environment with dedicated colleagues. Located in a welcoming area, this school prioritises the welfare of its staff and students, making it an ideal place for passionate educators to grow and succeed.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Fulfilment Advisor in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reading Borough Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reading Borough Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Fulfilment Advisor in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reading Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at Reading Borough Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reading Borough Council!
How to prepare for a job interview at Reading Borough Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
