Overview
Reference: CCC00244
Description: If you’re looking for a career in local government then join our customer service team!
The team
We are the lifeblood of Cambridge City Council’s workforce; our advisors are routinely promoted to positions in all teams across the Council, including housing, council tax, transformation, environmental services, elections and housing repairs.
Joining our team is a good first step in achieving your career goals, as the skills and knowledge you will gain working as a senior customer service advisor are valued in every team across the council.
The role
Our team are crucial to the residents of Cambridge, assisting them with a variety of situations. During a typical day you could begin by helping someone who has found a dog and end it with a tenant who has lost a roof tile, with a healthy dose of noisy neighbours, home improvement plans and runaway cows to fill your time in between!
This role can evolve into a hybrid working; our advisors help customers face to face at our offices in central Cambridge as well supporting residents by telephone, email and web chat, training also needs to be completed in person in our offices.
It is a challenging role, as there is continuous demand for our services. Additionally, as in all walks of life, some customers who need our support may have mental health conditions, or could be facing life-changing housing situations, so the ability to remain calm and continue to help customers who are in the midst of difficult circumstances is essential.
What you’ll be doing
As a Senior Customer Service Advisor, we will look to you to provide help and advice to customers with a diverse range of queries, questions, and situations so you’ll be able to demonstrate your ability to build relationships, take ownership and use your initiative to make decisions for the benefit of our customers.
You will have the chance to work in partnership with all services within the Council and to keep the customer journey at the forefront of what we do.
To ensure we are supporting customers well, you will guide, coach, mentor and train customer service advisors, handle more complex customer queries and help keep the team running smoothly by monitoring contact volumes and re-prioritising advisor activities accordingly.
About you
Because not all days are the same, you need to be flexible and adaptable as well as having a high degree of computer literacy and attention to detail. Being resilient and not taking offense are key personal attributes the role requires, so if you have these skills and want a career in local government, apply to join our team today.
Love customer service roles and still want to progress?
Our career grade programme will support you to do just that. Demonstrate your achievements through examples of where you have gained a new skill or gone above and beyond for our customers, you can be considered for progression within the customer services team.
If you have the talents, we are looking for then we want to hear from you.
The successful applicant will be required to undertake a Basic Disclosure and Barring Service (DBS) check.
What we can offer:
Family friendly policies
Agile and Flexible working
Generous annual leave allowance
Annual leave purchasing scheme
Access to the highly valued Local Government Pension Scheme (LGPS)
A variety of learning and development opportunities via a range of sources and methods
Confidential advice and support via the Employee Assistance Programme
Health and well-being programme
Subsidy for public transport
Staff reward and recognition framework
Hours: 37
Working Pattern: Hours are worked on a shift pattern between 8.00am and 6.00pm
Contract: Fixed Term – until 31/05/2025
Salary: £30,296 – £33,495 per annum, City pay band 4
Location: You will be based mainly in our Customer Service Centre, just a walk away from Cambridge train and bus stations in the city; however, there may be times when, in line with requirements of the service, you’ll be able to work remotely.
More Information:
To find out more about the requirements of the role please visit www.cambridge.gov.uk/careers and click on ‘Our Vacancies’. There you can search for the role and download the Recruitment Information Pack.
You can also click on the links here to find out more information about Staff Pay and Benefits, Working for the Council or Equality & Diversity in Recruitment
Application Process:
To be considered for this role, please visit www.cambridge.gov.uk/careers for ‘Our Vacancies’. You can follow the on-screen instructions to ‘Apply Online’ and complete an application.
Recruitment Timetable:
If you would like to be considered for this role, you will need to apply by 7th April 2024
Interviews will be held on 17/4/2024, all successful candidates with the interview will be invited back on 25/4/2024 for the written and role play assessment.
Please contact us for more information about the role on offer and who we are looking for. If you would like an informal chat, please contact Debbie Grace on 01223 458671 or email debbie.grace@cambridge.gov.uk
Region:
Location:
Salary: *GBP*30,296 – *GBP*33,495 per annum, City pay band 4
Package:
Contractual hours: 37
Basis: Full time
