Description internal Please note this vacancy is only available to Birmingham City Council employees. Resolution Champion Permanent Grade 3 - £27,254 - £33,699 Consultation grade - subject to formal evaluation under the Pay Equity Review Working 36.5 hours per week This position is within the Contact Centre Revenues and Benefits Team. The role will include dealing with enquiries and complaints received directly from Contact Centre Advisors or the Service Area and to find resolutions for citizens. The aim is to find a resolution at first point of contact wherever possible, ensuring services interface seamlessly, delivering excellent standards of customer care and consistently delivering high quality information and advice on all aspects of the council’s services. Customer service knowledge within the Revenues and Benefits service is essential. Customer Services has strategic and operational responsibility for the corporate contact centre and the City's online customer service delivery. The latter includes the corporate website and the delivery of the new BRUM Account and associated online citizen services. The contact centre handles more than 2 million calls per year and around 240,000 other items i.e. emails, letters, social media requests etc. It employs 300 staff and is operational 8am - 8pm Monday to Friday. It regularly handles calls in more than 30 different languages and is the first point of contact for citizens with queries and requests in respect of 20 different services across the Council including Waste Management, Housing Repairs, Council Tax, Benefits, Rents, Housing Options, Children's Services and Tenancy Estate Management. We are looking for a candidate who is an expert in customer services and can demonstrate advanced system, service area and customer knowledge within current contact centre operations. The role will include picking up enquiries and or complaints received directly from Contact Centre Advisors or the Service Area and to find resolutions for citizens. To aim to find a resolution at first point of contact wherever possible, ensuring services interface seamlessly with ‘back office’ departments, delivering excellent standards of customer care and consistently delivering high quality information and advice on all aspects of the council’s services. The successful candidate will ideally demonstrate excellent knowledge of the current contact centre processes for the Revenues and Benefits service as well as Complaints Handling skills. For any informal enquires please contact: Resourcing@birmingham.gov.uk Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached. Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application. We are dedicated to supporting internal mobility and the development of our people. As such, applications from internal employees and those under S118 will be given priority and reviewed before external applications are considered. We welcome applications from people with caring responsibilities and flexible working options will be considered. Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Job Description and Person Specification We strive to advertise all roles for a minimum of two weeks. However, due to high application volumes vacancies may close earlier than the stated deadline. We encourage you to submit your application without delay to ensure consideration.