Customer Services Advisor

Introduction

Application Details

  • Closing Date

    18/4/2012
  • Vacancy Reference

    002227
  • Number of positions

    3
  • Informal discussion

    Jennie Caladine
    01384 811503

Apply?

Unfortunately the close date for this position has now passed.

Contract Details

  • Salary

    £17,161 to £19,126
  • Contract Type

    Permanent
  • Contract Time

    Full time
  • Hours per Week

    37 (full time, part time and job share considered)
  • CRB Check

    A CRB check is required

Summary

To provide contact centre service delivery and comprehensive information and guidance on all council and some other services to the public, partner organisations, councillors and internal customers.

Advert

Dudley Council Plus is Dudley Council’s telephone, email/eform and walk-in contact centre. The centre’s aim is to make it easier for people to contact the Council and help them get what they need and make payments, in one place in just one visit or call. The centre, located in Dudley town centre, is open from 8.00am to 5.30pm on weekdays and 9.00am to noon on Saturdays and was specifically designed with disability access in mind.

We are looking for someone with enthusiasm for customer service to join our team.

You should have experience of working as part of a busy team in a customer focussed office or customer contact centre. You will have excellent communication, interpersonal and IT skills and the ability to maintain high standards of customer service in a pressurised environment.

Full-time and part-time positions are available, but working patterns will be agreed to meet the business need prior to appointment. Flexibility with regard to your working hours is required.

Directorate

Corporate Resources  (Customer Services)  based in Dudley Council Plus

Job Description

Reports to

Senior Team Manager or Team Manager

Purpose of the Job

To provide comprehensive information and guidance on all council and some other services to the public, partner organisations, councillors and internal customers. This will involve interpreting customers needs and initiating appropriate service delivery.

Specific Accountabilities

Providing access to all council and partner services.
Receiving and accurately recording enquiries and requests, taking timely and appropriate action in accordance with procedures and instructions.
Taking follow up action by liaising with service delivery teams and partners, in accordance with escalation procedures.
Working as part of a team supporting service delivery across all directorates of the council.
Actively participating in the development of customer services.
Working flexibly enabling effective and appropriate staffing levels to meet customer demand.
Communicating and liaising effectively, via the telephone, face-to-face and in writing with all internal and external customers.
Processing enquiries and requests received via various electronic means.
Using a range of computer systems, including a CRM system and MS Office products (especially Word and Outlook).
Maintaining computerised records and information systems.
Assisting customers making payments by cash and processing payments made by debit and credit card.
Carrying out reception work including receipting cheque payments.
Maintaining an up to date knowledge of a large variety of council and other services.
Recognising the diverse needs and cultures of the community to ensure equal access to services.
Maintaining an up to date knowledge of data protection and freedom of information legislation and guidance, ensuring that the principles contained therein are adhered to at all times.
Carrying out any other duties which are commensurate with the grade and purpose of the job.
The post holder must at all times carry out his/her duties with due regard to the Council’s Equality & Diversity and Customer Care policies.
To receive and provide information in any form of communication as necessary within Dudley Council Plus, internal and external customers and partner organisations.
To be accountable for and promote equal opportunity, diversity and community cohesion to meet Council, Directorate and Service objectives. All employees have a responsibility not only for their own behaviour, but also for others regarding equality of opportunity. Any incident must be reported.
To participate in a Performance Review and Development meeting and undertake a plan of training where necessary. Develop his/her own skills and expertise in a professional manner.
In addition to all the responsibilities listed above, all employees must be flexible in their approach and undertake other duties that are commensurate with post holder’s level, wherever they may be, to achieve the objectives of the Directorate.
To represent the Council and Directorate in a professional manner meeting the Corporate and Directorate aims. To comply with Directorate and Corporate policies.
If appropriate to be responsible for the recruitment and performance management of designated teams and individuals in accordance with Corporate and Directorate aims and management style.
To comply with the council’s financial regulation and standing orders
To actively promote Dudley’s commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults at a level appropriate to this group.
Employees must comply with health and safety legislation and will be required to comply with the Council’s Health and Safety Policies. All employees must ensure that they take reasonable care of their own health and safety as well as the health and safety of any person that is affected by their actions.
To be responsible for adhering to legislative requirements and Council Policies and Procedures including, but not exclusively health & safety, Data Protection and Internet/Email use.

Key Accountabilities

- To be accountable for and promote equal opportunity, diversity and community cohesion to meet Council, Directorate and Service objectives. All employees have a responsibility not only for their own behaviour, but also for others regarding equality of opportunity. Any incident must be reported.
- To participate in a Performance Review and Development meeting and undertake a plan of training where necessary. Develop his/her own skills and expertise in a professional manner.
- In addition to all the responsibilities listed above, all employees must be flexible in their approach and undertake other duties that are commensurate with post holder’s level, wherever they may be, to achieve the objectives of the Directorate.
- To represent the Council and Directorate in a professional manner meeting the Corporate and Directorate aims. To comply with Directorate and Corporate policies.
- If appropriate to be responsible for the recruitment and performance management of designated teams and individuals in accordance with Corporate and Directorate aims and management style.
- To comply with the council’s financial regulation and standing orders.
- To actively promote Dudley’s commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults at a level appropriate to this role and setting.
- Employees must comply with health and safety legislation and will be required to comply with the Council’s Health and Safety Policies. All employees must ensure that they take reasonable care of their own health and safety as well as the health and safety of any person that is affected by their actions.
- To be responsible for adhering to legislative requirements and Council Policies and Procedures including, but not exclusively health and safety, Data Protection and Internet/Email use.

Person Specification

Experience

Work experience in a busy customer service delivery operation using a variety of communication methods and dealing with a range of services.
Assessed by: Application – Interview – Test
Experience of working with IT systems.
Assessed by: Application – Interview – Test
Experience in managing and defusing conflict.
Assessed by: Application – Interview – Test
Knowledge of Council Services.
Assessed by: Application – Interview – Test

Qualifications/Training

A good standard of general education, including GCSE or equivalent examination passes in English and a Mathematics based subject.
Assessed by: Application – Interview – Test
NVQ (Level 2 or higher) or ICS Award in Customer Service or the willingness to undertake such a qualification.
Assessed by: Application – Interview – Test

Practical skills

The ability to communicate effectively, via the telephone, face-to-face and in writing with internal and external customers.
Assessed by: Application – Interview – Test
The ability to maintain excellent service delivery levels and work calmly and accurately when under pressure or in challenging situations.
Assessed by: Application – Interview – Test
Self-motivated with the ability to work with minimum supervision.
Assessed by: Application – Interview – Test
The ability to contribute to the achievement of team goals, be supportive of team members and work effectively as part of a team.
Assessed by: Application – Interview – Test
Computer skills, including a working knowledge of MS Office products (especially Word and Outlook).
Assessed by: Application – Interview – Test
An appreciation of the need for high standards of customer care at all times – including politeness, courtesy, respect and understanding.
Assessed by: Application – Interview – Test
Good time keeping and attendance and flexibility with regard to working hours.
Assessed by: Application – Interview – Test
Ability to prioritise and work to deadlines.
Assessed by: Application – Interview – Test
Analytical skills enabling the identification of issues, evaluation of options and initiation of appropriate action.
Assessed by: Application – Interview – Test
Ability to develop practical improvements to enhance the service.
Assessed by: Application – Interview – Test

Personal qualities and attributes

A knowledge of equality and diversity issues.
Assessed by: Application – Interview – Test
Demonstrate empathy and sensitivity towards the needs and aspirations of customers, ensuring every customer has equal access to services by understanding the diverse cultures and needs of the community.
Assessed by: Application – Interview – Test
Willingness to respond to a challenging and changing environment in a cooperative and flexible manner.
Assessed by: Application – Interview – Test
Committed to seeing tasks completed and achieving a high quality service.
Assessed by: Application – Interview – Test
Desire to continually improve and develop skills and knowledge.
Assessed by: Application – Interview – Test
Self motivated to ensure customers are the priority in every circumstance.
Assessed by: Application – Interview – Test