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Contact Centre/ Call Centre Officer

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Job Summary

Employment Term:
Full time, Permanent
Working Pattern:
Full time
Advert Start Date:
02/10/2018
Advert End Date:
21/10/2018 23:59
Salary:
£17,681 to £18,672
Allowances:
None
Hours per week:
37 (8.45 – 5.00 Monday to Thursday & 8.45 – 4.30 Friday)
Job Category:
Customer Services/Reception
Vacancy ID:
102586
Employment Location:
Council offices, High Street, Kingswood, Bristol, BS15 9TR
Post Number:
CR8043/839/SS

Job details 

Closing date:
21 Oct


Further information

Contact Centre/ Call Centre Officer

Summary of Post

The Corporate Contact Centre is the first point of contact for our customers and is a fast paced customer focused environment. Officers provide information, advice and assist with transactional service requests over the telephone, via email, social media and webchat.

We have 3 permanent, full time posts to fill.

South Gloucestershire Council is committed to treating everyone fairly, to challenging inequalities and to promoting equality of opportunity for all. We welcome applications from everyone and value diversity in our workforce.

Main Duties

You will deal with a range of enquires over a number of service areas which include, but not limited to:

Environmental Health & Trading Standards
General Council Enquiries
Leisure & Libraries
Registration Service
Streetcare
Waste and Recycling

As the first point of contact you will need to listen to our customers and use your knowledge and expertise to help resolve these enquiries. You will provide advice, help and support and also signpost customers to help them access Council services.

You must be friendly, motivated and someone who cares about giving the highest level of service to our customers.

A small part of this role will include the processing emails for the Streetcare and Waste service.

Key Skills

Excellent communication skills (including questioning, listening, establishing rapport and showing empathy)

Ability to explain, obtain and accurately record information sufficient for the service request to be processed and appointments booked

Commitment to achieve personal/team targets whilst maintaining excellent quality

Ability to handle customers across different contact channels, including telephone, email, webchat and social media

Flexible approach and able to adapt quickly to changing priorities

Selection Criteria

To enable us to shortlist in a fair and unbiased way it is absolutely vital that you provide us with sufficient information to demonstrate how you meet or exceed the criteria outlined in the vacancy description. Please include this information in the knowledge, skills and experience section of the application form.

Essential

You can demonstrate suitable skills and experience which are relevant in a customer service environment.

You can demonstrate experience of resolving a high volume of customer enquiries in a fast paced environment.

You can demonstrate excellent communications skills including questioning, listening, establishing rapport and showing empathy.

You have a good working knowledge of office based IT systems, including Microsoft office, CRM, document management and in house systems.

You can demonstrate what sources of information you have used to answer and resolve customer enquiries.

Exemplifying the Council's values and behaviours.

Desirable

Experience of working in a contact centre / call centre environment.

Additional Information

For an informal discussion about the job, after you have read the job summary, please contact David Fitzgerald, Customer Services Supervisor on 01454 863127 or email David.Fitzgerald@southglos.gov.uk or Debra Brice, Customer Service Supervisor on 01454 863627 or email Debra.Brice@southglos.gov.uk.

We have 3 permanent, full time posts to fill.

Benefits

Exciting, fast paced, friendly and professional working environment
Team of 30 officers
Local government pension scheme
Holiday entitlement 24 days, raising to 29 days after 5 years’ service (based on full time hours)
8 Bank holidays, plus 1 additional day taken at Christmas
Flexi scheme in line with the needs of the service
Employees benefit scheme
Full training is provided with on going guidance and support
Coming soon on site coffee shop

Salary: £17,681 to £18,672

Hours: 37 hours (8.45 – 5.00 Monday to Thursday & 8.45 – 4.30 Friday)

Closing Date: 21 October 2018

Vacancy Ref: CR8043/839/SS

Our Values

Our staff need to have a ‘can-do’ attitude and adapt to the fast pace of change. They must work well with others to reach a common goal and be willing to embrace a partnership and inclusive approach to delivering efficient and effective services. They must use their initiative to deliver and take responsibility for their performance to help the team, department and council to achieve its goals and must make the best use of available knowledge, expertise and capacity in order to continuously improve the quality of services. Our managers are also required to demonstrate effective leadership qualities, shape and manage team plans and motivate their staff to achieve.

Safer Recruitment

South Gloucestershire is committed to safeguarding and promoting the safety and welfare of children, young people and vulnerable adults.

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