Customer Service Advisor x2 in Stoke-on-Trent

Directorate Resources Section Customer Contact and Libraries

Location: Steel House

Grade Level: 6

Salary: £28,598 - £31,022 per annum

Hours: 37 hours per week

Employment: These are fixed posts for 12 months. This advert is open to both internal and external applicants.

About us: We are a city of strengths, with a proud heritage and bright future. Working for Stoke-on-Trent City Council is more than just a job; it’s about making, protecting and improving the services for the local population, reducing inequalities and improving independence for the people who live and work in the city. We are always looking for people of the highest calibre with skills, knowledge and experience to help us deliver our compelling vision. Stoke-on-Trent City Council’s diverse and talented workforce is its greatest asset and most valuable resource. The skills, knowledge and experience of our c.4,600 employees are essential to delivering our ambitions and vision for our organisation and Stoke-on-Trent. We want to be an employer that people are proud to work for, and where our staff are supported, developed and rewarded in an inclusive way that helps them to excel and to deliver the high-quality services that our residents need.

The Role: To provide an efficient and effective telephone and face-to-face service specified for the Corporate Contact Centre and one-stop shop service. To provide an efficient, effective, empathetic and responsive service to the public and a commitment to customer care and service.

Key Responsibilities:

• To be responsible for answering specific and general enquiries and giving advice to members of the public, other departments and outside agencies who contact the council on a basis of resolution at the first point of contact where appropriate or the detailed transfer of unresolved enquiries.
• Responsible for taking payments via all channels, including responsibility for daily balancing, making repayment arrangements, handling cash/cheque payments where appropriate, in compliance with all audit requirements.
• To operate all relevant computer and support systems (e.g. Customer Relationship Management system, Advanced Telephony Technology and alarms) in order to support and process the customer enquiry.
• To support face-to-face and electronic channel enquiries i.e. Internet, text messaging where appropriate.
• To actively contribute and seek to continuously improve the service by ensuring that all computer data, administrative systems, procedure manuals are maintained and kept fully up to date.

About You: Relevant experience in a customer services/call centre/office environment or dealing with customers, commitment to quality customer care. Experience of computer software applications e.g. word processing & spreadsheets, Customer Relationship Management & Advanced Telephony Technology; interest and commitment to working with vulnerable persons and an awareness of the types of problems they experience. Strong interpersonal skills and ability to deal with complex and diverse customer enquiries. Commitment to customer care, and adaptable to switch between service enquiries.

What we offer: A competitive salary based on your skills, experience and talent. Hybrid and flexible working options. An excellent local authority benefits pension scheme. Professional development through learning opportunities, regular training sessions and apprenticeship and management schemes.

Pre-Employment Checks: Any offer of employment will be subject to the successful completion of required pre-employment checks. These may include:

• Right to Work in the UK
• Proof of address
• Satisfactory references
• Occupational Health Clearance
• Evidence of professional qualifications or registrations
• DBS check at the appropriate level (if applicable for the role)

Please note that if an employee who is currently at risk of redundancy within the organisation applies for this vacancy their application will receive priority. If this happens you will be advised accordingly.

Equality, Diversity and Inclusion: At Stoke-on-Trent City Council, we believe our strength comes from the diversity of our community, and we want our workforce to reflect that. We welcome applications from individuals of all backgrounds and experiences. We understand that some people, especially those from underrepresented or marginalised backgrounds, may hesitate to apply if they don’t meet all the listed requirements. If this role interests you and you think you could be a good fit, we encourage you to apply. We are proud of what makes each of us unique and are committed to creating a workplace where everyone feels included, can be themselves, and can succeed together.