At a Glance
- Tasks: Lead a team to deliver top-notch customer service and support fellow Advisors.
- Company: Join Sheffield City Council, dedicated to serving the community with care and excellence.
- Benefits: Enjoy flexible working options, generous holiday entitlement, and a supportive work environment.
- Other info: Opportunities for career growth and a commitment to diversity and inclusion.
- Why this job: Make a real impact in your community while developing your skills in a diverse team.
- Qualifications: Experience in customer service roles is essential; strong communication skills are a must.
The predicted salary is between 27803 - 38923 £ per year.
Are you a champion of excellent customer service? If you put customers’ first, and support, facilitate and motivate staff to do their best for the people of Sheffield, we have an exciting opportunity for you as a Senior Advisor in the council’s Contact Centre.
The role holder will help facilitate the provision of a timely customer-driven service:
- Respond appropriately to customer enquiries by telephone, post and electronic communications.
- Provide in-depth repairs subject knowledge support and training to Advisors.
- Support Team Leaders.
- Coach, mentor and support Customer Service Advisors.
- Provide constructive feedback to Customer Service Advisors.
- Work with colleagues within Customer Services and other council services to maintain and improve our service to customers.
- Seek opportunities to improve ways of working and communication.
The positions we have available are as follows. Please specify within your application which position you wish to apply for:
- Housing Contact Centre – 22 hours per week – between 8am – 5.30pm Tuesday, Wednesday and Friday
- Revenues & Benefits (Council Tax & Benefits) Contact Centre - 37 hours per week - between 8.30am – 5.30pm Monday to Friday
- Out of Hours Contact Centre – 15 hours per week (15:30 – 23:30 Saturday & Sunday)
For the Housing and Revenues & Benefits positions, experience of working in these roles is essential. Our Out of Hours service deals with a variety of calls from some of our most vulnerable customers, working alongside our Adults and Children’s Social Workers, as well as dealing with homeless callers and emergency repairs.
Successful candidates for the Revenues & Benefits and Out of Hours positions will be required to complete a Basic DBS check. Most members of our Contact Centre team – once trained - will be substantially home based although some attendance at our Sheffield city centre office is required.
Full induction and job training will be provided at our city centre office to ensure you feel confident and knowledgeable to answer or find the answer to any query, and support is always on hand to refer to.
As you will be required as a regular and intrinsic part of your role, to speak to members of the public in English, you must be able to converse at ease with customers and provide advice in accurate spoken English.
The positions are permanent, the council has generous holiday entitlement, and the starting salary is £27,803 per year for a full-time post. The Out of Hours position does attract pay enhancements. If appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.
Although this position is within the Contact Centre, the Senior Advisor role is a generic one within Customers Services and the role holder could be asked to join other teams in future. We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve.
We are also supporting staff with unpaid caring responsibilities to work flexibly. Under the Disability Confident Scheme, disabled applicants, who meet the essential criteria of this job, are guaranteed an interview.
Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.
This role is a great way to start or continue your career with Sheffield City Council. Join a diverse, focussed, supportive, and friendly team. Work with different council services, support and enable a great team of Advisors, help customers request services, and refer to and get to know colleagues across the council.
To find out more or ask any questions about the role, feel free to email.
Senior Customer Service Advisor in Sheffield employer: Sheffield City Council
Sheffield City Council is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee growth and development. As a Senior Customer Service Advisor, you will be part of a dedicated team that values diversity and provides flexible working opportunities, ensuring a healthy work-life balance while making a meaningful impact in the community. With generous holiday entitlement and a commitment to equality, this role is perfect for those looking to advance their careers in a rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Advisor in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sheffield City 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 Sheffield City 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 Senior Customer Service Advisor in Sheffield
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 Sheffield City Council:Your cover letter is your chance to shine! Tell us why you want to work at Sheffield City 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 Sheffield City Council!
How to prepare for a job interview at Sheffield City 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.
