Overview
As a Customer Contact Assistant, you will provide an efficient, effective and customer-focused first point of contact for customers who contact us via telephone, email, post, webchat or face to face, spanning across our 3 Client Council districts. You will provide customers with a knowledgeable and professional service covering a range of council services. Ensuring that all contacts are managed in an efficient, caring manner and that excellent customer service is delivered.
Working in a busy Contact Centre environment, you will be able to communicate effectively by telephone, in writing and face-to-face. Previous experience in a customer focused environment is desirable. Hold Grade C (4) or above (or equivalent) in English and be competent in using Microsoft Office packages. You should have extensive experience in dealing with challenging customers with a passion for exceptional customer care. Be flexible and adaptable to service requirements and change. High levels of accuracy and attention to detail when following processes. Work professionally with others and be able to use your own initiative. Be confident to actively promote all self-serve and digital contact channels and assist with a variety of admin tasks.
Disability Confident: This employer operates as a Disability Confident employer. A Disability Confident employer will generally offer an interview to any applicant that declares a disability and meets the minimum criteria for the job as defined by the employer.
Note: 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 the employer’s site.
Role details
PSPS are recruiting Customer Contact Assistants to join our well-established team, supporting over 661,000 contacts a year, from our local offices in Boston, Spalding and Horncastle. This role will be based at our Boston Offices on a 2-year fixed contract. It is expected, however, that you will be able to organise your own travel to attend PSPS offices and other worksites when required to do so.
PSPS (Public Sector Partnership Services) is a Local Authority Trading Company (LATCo) which is wholly owned by East Lindsey District Council, South Holland District Council and Boston Borough Council. The Company provides a range of services including Human Resources & Payroll, Financial Services, Procurement & Contracts, ICT & Digital, Customer Contact, Revenues & Benefits, Health & Safety, and a range of Corporate Support services.
Company culture
At PSPS, we are driven by a clear mission: "Together, we will provide high-quality professional services, achieving outstanding performance, satisfaction, and confidence for our customers, communities, and colleagues." We pride ourselves on our vibrant and inclusive culture. Our award-winning teams enjoy a variety of events throughout the year, including All-In Days, Leadership Days & Team Away Days: Opportunities for growth and bonding. Annual Awards Night: Celebrating our achievements. Staff Briefings: Keeping everyone informed and engaged. Early Careers Programme & Buddy Scheme: Supporting new and entry level talent.
What you get in return
* Local Government Pension Scheme – Secure your future with a robust pension plan, 23.1% employer contribution
* Annual leave – 26 days plus bank holidays and the option to purchase up to 5 days extra plus your birthday off
We also provide an option for you to flex when you take your bank holidays.
* Hybrid working – Work from home and office, with a minimum of 2 days in our offices per week
* Wellbeing Support, Advice and Guidance – Emotional guidance via our Employee Assistance Program
* Employee Benefits platform – Discounts at high-street retailers, days out, gifts, holidays and leisure discounts
* Employment policies – including gender neutral Family Parental leave policy and Time off provisions to support our employees’ lives
* Career progression – Opportunities for professional growth and development
A qualifying period will be required to obtain these benefits.
Additional information
* Want to find out more? View our corporate video and visit our website.
* PSPS is an equal opportunities employer and is committed to ensuring all recruitment processes are non-discriminatory. PSPS has also committed to be a Disability Confident employer.
* PSPS reserve the right to change the closing date, depending on application numbers. Interviews will be arranged when suitable candidates apply, which may be prior to the closing date.
* For this role we do require the successful applicant to complete a DBS check as part of the onboarding process.
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