Customer Services - Contact Centre Advisor

Bath River Line; Bath; On-site; GBP 20,000 - 25,000; Full time

Job summary

A local council in Bath is seeking a Customer Services - Contact Centre Advisor to provide top-quality support to residents and partners. You will respond to enquiries, develop relationships, and ensure a positive experience across multiple channels. The ideal candidate will have a passion for customer service, strong communication skills, and the ability to multitask. This position offers growth opportunities within an award-winning team.

Benefits

Great team environment

Opportunities for personal development

Chance to make a difference in the community

Qualifications

• Proven ability to deliver amazing customer service.
• Motivated individual with strong communication skills.
• Ability to prioritise tasks across multiple platforms and services.
• Supports new initiatives and implementation of change.
• Experience working in a multi-channel contact centre.
• Actively developing skills for continuous improvement.

Responsibilities

• Respond to customer enquiries professionally and friendly.
• Support development of relationships with customers and stakeholders.
• Utilise all available tools for positive customer experience.
• Gather data and complete documents accurately and securely.
• Produce reports for partner liaison meetings.
• Ensure delivery of business continuity procedures.

Skills

Customer Service Guru

People Person

Organised & Methodical

Change Champion

Experience in a multi-channel Contact Centre

Continuous improvement mindset

Job description

Join to apply for the Customer Services - Contact Centre Advisor role at Bath & North East Somerset Council

Overview

We are looking for an advisor to join our Customer Service Contact Centre Team. We are passionate about delivering a top quality service to our residents/partners and service users, supporting, resolving and signposting customers to ensure a positive experience at the first point of contact regardless of the channel they have chosen to contact the authority.

Responsibilities

• Responding to customer enquiries using defined procedures and protocols to deliver a consistent professional and friendly service for all our residents.
• Supporting the development of relationships with customers, other key stakeholders and interagency/community groups, thereby helping to increase awareness of the service, its value and performance.
• Utilising all the tools and platforms that are available to ensure the customer experience is positive and their enquiries are concluded.
• Gathering data and completing documents accurately & securely to ensure that records are thorough and kept up to date.
• Using data to produce reports and information for Partner Liaison meetings along with decision making.
• With guidance and support from the Team Leader, represent and ensure the delivery of any business continuity plans and procedures for the service at Partner Liaison meetings.
• Gathering accurate information needed to resolve more complex enquiries so they can be passed to specialists for conclusion.
• Processing bookings, payments & supporting with digital channels.
• Support customers to use self-serve delivery options (e.g. online) and where possible resolve enquiries.

What we are looking for from you

• Customer Service Guru. You know what it takes to deliver amazing customer service and work as an individual and a team. Protecting and caring for our most vulnerable, being an advocate for the Service and the Authority.
• People Person. You are motivated, can communicate in a helpful and positive manner supporting every customer/partner/colleague with their journey.
• Organised & Methodical. Need to deal with multiple platforms, services and prioritise tasks.
• Change Champion. Support new initiatives and the implementation of new ways of working.
• Experience of working in a multi channel Contact Centre
• Continuous improvement. Actively developing your skills and working with the Customer Service Team to implement ideas to enhance the customer experience.

Why Join Us?

• Great Team. You will be joining an award winning team that is passionate and takes pride in delivering services to everyone.
• Opportunity to Grow. We are committed to your development and offer plenty of opportunity to learn and grow.
• Make a difference. You will have the chance to share ideas through our customer service continuous improvement channel.
• Improving peoples lives. Providing ways for everyone in the community to reach their full potential.

Additional information

If you are interested in this post and require more details or just to chat through the role and what’s involved, please contact Lavena Welch, Operational Team Leader, on [e-mail].

Interview date: TBC.

This is a rolling recruitment campaign. Applications will be checked regularly, and we’ll let you know if you’ve been longlisted or not. When vacancies occur, we’ll shortlist candidates and invite them to interview.

About Bath & North East Somerset Council: We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. We are a Disability Confident Employer. Please note that this role is subject to a Basic DBS Check.