At a Glance
- Tasks: Be the friendly voice helping residents access vital services over the phone and online.
- Company: Join Swale Borough Council, a progressive local authority focused on community support.
- Benefits: Enjoy generous holidays, free parking, and a range of employee perks.
- Other info: Flexible working hours with a focus on staff wellbeing and career growth.
- Why this job: Make a real difference in your community while developing valuable communication skills.
- Qualifications: GCSEs in English and Maths, plus some customer service experience.
Overview
We have an exciting opportunity for a part time Customer Service Advisor to join our busy team, helping the people of Swale access the services we deliver. Customer Service is the front line of the organisation transacting with residents predominantly over the phone. Other methods of contact include emails, social media, and some face-to-face contact.
- Computer literate with experience in working in a contact centre or similar environment where telephony is the main channel of communication
- Articulate and a good communicator with interpersonal skills
- Able to effectively listen, showing patience and empathy
- Adaptable and calm under pressure
- Able to work alone but also work as part of a team
- Able to demonstrate a positive approach to understanding the customer experience and committed to providing excellent customer service
Role Overview
Being the first point of contact to the council, you will be providing a professional interface between the customer and the organisation, mainly by telephone. This requires active listening and empathy responding to a variety of enquiries on behalf of different services through the differing contact methods. Experience delivering Revenues and Benefits telephony service would be advantageous but not essential.
With supporting customers at the heart of the job, in what at times is a fast-paced role, you will need to have great communication skills as well as a respectful approach.
Requirements
- This is a part time position and, with the nature of the role, resource is required to support the business needs in accordance with the council\'s opening times and peak periods of demand. Working pattern: 18.5 hours per week (Monday/Tuesday 9am-5pm & Friday 9am-1pm)
- Educated to GCSE standard (or equivalent, including English & Maths at a grade 4 or above)
- Experience in an office-based customer service environment (a minimum 6 months in a contact centre or similar role where call handling is the predominant contact channel)
- The ability to work on various computer systems at the same time. You will need accurate keyboard skills with the ability to talk and type at the same time (a quick typing speed would be ideal)
- Excellent communication skills, including listening and using simple language with the ability to remain calm and professional
- Revenues and Benefits knowledge desirable but not essential
Disability Confident
The Council considers these to be customer focused roles and the ability to converse at ease with customers adapting communication style to suit differing audiences and provide advice in accurate spoken English is fundamental to the role., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .
Part time post
18.5hrs per week (Monday/ Tuesday 9am-5pm & Friday 9am-1pm)
About Swale Borough Council
Swale Borough Council is a progressive and ambitious Local Authority, located less than an hour from Central London in an attractive and diverse part of Kent involving urban, rural, and coastal areas. We believe that staff are our most valuable asset and we\\\'re committed to attracting and retaining the very best. In recent times we have adapted and evolved to meet the current world by introducing a highly flexible hybrid working policy, along with a 34-hour week, recognising that staff wellbeing and work life balance is high on our agenda.
Our Offer
A range of benefits including:
- Generous holiday entitlement which increases after 5 years LG service plus bank holidays with the option to buy additional leave.
- Additional 3 days leave given to enable a close down of the offices between Christmas and New year.
- Free parking
- Invitations to staff events to celebrate success and support wellbeing that include holistic therapies and outdoor activities
- Employee Assistance Programme which provides confidential & independent information and access to counsellors
- Local Government Pension Scheme (LGPS) with valuable life cover and financial protection for your family.
- Life Assurance - three times your annual salary (for members of the LGPS)
- 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 car. The monthly fee includes insurance, servicing and road tax.
- Annual flu vaccine
- Cycle to work scheme
- Staff benefits discounts on leisure, eating out, holidays and shopping
- Excellent learning and career opportunities for committed individuals
- A professional fee payment, if required for the role
Customer Service Advsior in Sittingbourne employer: Swale Borough Council
Swale Borough Council is an exceptional employer that prioritises staff wellbeing and work-life balance, offering a flexible hybrid working policy and a generous holiday entitlement. With a strong commitment to employee growth, the council provides excellent learning opportunities and a supportive work culture, making it an ideal place for those seeking meaningful and rewarding employment in a vibrant community.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advsior in Sittingbourne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Swale 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 Swale 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 Service Advsior in Sittingbourne
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 Swale Borough Council:Your cover letter is your chance to shine! Tell us why you want to work at Swale 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 Swale Borough Council!
How to prepare for a job interview at Swale 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.
