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 councils 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
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