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 Out of Hours Contact Centre.
The role holder will help facilitate the provision of a timely customer-driven service:
1. Respond appropriately to customer enquiries by telephone, post and electronic communications
2. Provide in-depth repairs subject knowledge support and training to Advisors
3. Support Team Leaders
4. Coach, mentor and support Customer Service Advisors
5. Provide constructive feedback to Customer Service Advisors
6. Work with colleagues within Customer Services and other council services to maintain and improve our service to customers
7. Seek opportunities to improve ways of working and communication
For this position, experience of working in this role is preferable.
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.
Contact Centre advisors are hybrid workers which means attendance in the office, as well as working from home, 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 £30,024 per year for a full-time post. The Out of Hours position does attract pay enhancements for unsociable hours.
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.
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
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.