Specialist Customer Service Advisor
We have an exciting opportunity within the Customer Service Centre Supporting People Team for four full-time, permanent, Specialist Customer Service Advisors to join our team. Our usual place of work is King's House in Bedworth; however, we are currently working at home.
About the role
This team aims to provide the residents of Warwickshire a high-quality evaluation and response service that is personalised and designed to maximise independence and choice, including the provision of accurate information and advice, signposting, and initial problem-solving at the first point of contact. We provide a county-wide adult social care service that supports vulnerable people.
You will be working as part of a team as the single point of contact for requests for information, advice and services from the public, within the Council, and other agencies.
Skills & experience
We are looking for a professional and enthusiastic Specialist Customer Service Advisor to help us achieve our drive to provide excellent service in everything that we do.
The ability to learn new processes and systems is paramount. You'll have strong communication skills, a good understanding of IT systems, passion for helping others, and a real commitment to service improvement.
Experience of working in a customer service environment with empathy and patience, and the ability to remain calm and tactful when dealing with a continuous stream of contacts requesting a service is essential.
This is a very demanding but rewarding role.
Our normal opening hours are 08:00-17:30 Monday to Thursday and until 17:00 on Friday; and your shifts will be worked on a rota basis between these hours. However, for now, whilst we are working from home, our opening hours are 09:00-17:00 Monday to Thursday and until 16:30 on Friday’s.
We have changed how we recruit and onboard, so your journey with us will be a mix of in person and virtual contact. We use Microsoft 365 so knowledge of this would be valuable. As we are currently working from home due to Coronavirus, it is essential that you have a suitable workspace free from noise and distraction, a desk and sufficient space for the equipment needed to carry out your role (we will provide the necessary computer equipment).
You must also be able to work from our offices at Kings House in Bedworth when we move back to our normal office base.
The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Required. You must be able to speak and provide advice in accurate spoken English to the public.
For further information about the role please contact Kieran Handley either via email at firstname.lastname@example.org or call 01926 413878.
Closing Date: Monday, 27th September 2021
Interview Date: Week commencing 4th October 2021
To apply for this vacancy please click on the 'Apply' button.
Our method of application is online, please note, CV’s should not been submitted unless asked to do so.
If you are unable to apply using the 'Apply' button please contact the Recruitment Centre on email@example.com including your contact details and any relevant screenshots.
You will be notified of our shortlisting decision via email, so please check your email on a regular basis after submitting your application.
As part of being a Disability Confident employer we guarantee to interview anyone with a disability whose application meets the minimum criteria for the post. By ‘minimum criteria’ we mean that you must provide us with evidence in your application form which demonstrates that you generally meet the level of competence required for each competence, as well as meeting any of the qualifications, skills or experience defined as essential in the person specification.
Should you require application forms in an alternative format / language or any adjustments to be made throughout the application process or upon appointment, please contact firstname.lastname@example.org and we will make every effort to meet your specific requirements.
Warwickshire County Council (WCC) is committed to equality of opportunity for all employees and is keen to address areas of under representation in its workforce, this is because we really understand the importance of different voices, experiences, perspectives, and backgrounds within our workforce. Therefore, we strongly encourage applications from members of underrepresented groups. WCC has a number of staff network groups which provide peer support and safe spaces for employees who hold these and other identities. See more.