Customer Service Advisor

  • Full time
  • Taunton, Somerset
  • Posted 1 week ago
  • September 24, 2021
  • £19,698 to £21,748

Customer Service Advisor

We’re looking for passionate Customer Service Advisors to join our award-winning Customer Contact Centre here at Somerset County Council.

It’s a brilliantly rewarding place to work and everything we do helps to improve the lives of the people of Somerset.  For three years running we’ve been awarded the South West Contact Centre Forum’s award for Best Medium-sized Contact Centre award. Why? Because our Advisers put the customer at the heart of everything they do and we really invest in our people, through great training, career development and making it a fun place to work.

What kind of people work with us?  All sorts, really. But they all have one thing in common: they care.  So, if you’re understanding, if you enjoy helping people and thrive on variety, we’d love you to come and join our team.

Here’s what you can expect to be doing

Our Customer Service Advisors are connected to every part of the Council and provide the first point of contact for customers in need of support and guidance, which means the queries can really vary. Advisors work within one of three busy contact centre environment teams; Adult Social Care, Children’s Services and Specialist Services (Roads and Transport, Libraries, Blue Badge and much more), however we pride ourselves on working collaboratively to support each other across all teams.

Our customers, who are both members of the public and professionals use a variety of channels to contact us, so your interactions may combine conversations over the telephone, by email or through web chat.  In every case, we want the customer to get the best service we can possibly offer.

You can make a real difference and have a positive impact on people’s lives in this role. Your knowledge, patience and support will guide each customer with their query, finding appropriate solutions and resources that suit them and their circumstances and helping people to help themselves.

Our teams have recently risen to the challenges of the current Coronavirus Pandemic by providing essential advice and guidance through a Coronavirus Helpline.

We want our people to enjoy the work they do and so you’ll have plenty of support, lots of learning opportunities and a range of technologies at your fingertips to help with your everyday work and to support the customers you interact with.

A few things about you

The way we do things is underpinned by the four key values of Somerset County Council; Customer Focus, Can do attitude, Care and Respect and Collaboration. These values will need to be just as important to you as they are to us.

You’ll also need resilience, flexibility and an enthusiasm to learn about our services, these are more important attributes than previous call-handling experience.

Excellent communication skills are a must.  The nature of the work can be sensitive and confidential, so we need people who are empathetic, approachable, friendly and professional.  The ability to listen and understand customer needs in order to advise on the next steps is essential.

Additional information

The salary for this role is £19,698 to £21,748 per annum.

These roles are based in our modern offices in County Hall Taunton, where our teams are able to embrace the flexibility and benefits of both office and home working.

If you would like to find out more about these exciting opportunities before applying, please get in touch with Susanne Nichols (Adults Team Manager) on 01823 359919 or Louisa Mulligan (Children’s Manager) on 01823 359914

Due to the current situation regarding Covid-19 interviews will be taking place remotely via MS Teams on the 27th September.

Why choose Somerset County Council

We are proud to offer an environment that is supportive and rewarding, working as part of a team who are passionate about the work they do to improve the lives of people in Somerset. We offer great training and development opportunities, with supportive management. As well as this, we have some fantastic employee benefits available:

• We promote a healthy work-life balance and offer flexible working arrangements wherever possible, including working from home.
• Generous annual leave allowance, with the opportunity to purchase additional leave.
• Staff discounts in gyms.
• Employee Assistance for the times you may need some support and a variety of employee wellbeing services.
• Auto enrolment onto our generous Pension Scheme and optional pension enhancement through our Additional Voluntary Contribution scheme.
• A Flexible Benefits Scheme via salary sacrifice to obtain a cycle for work and health screenings.
• My Staff Shop offering discounts in shops, online shopping, restaurants, cinema tickets, insurance benefits and more.

Fluency duty

If this role is customer facing you will need to speak fluent English.

DBS information

This job requires a criminal background check (DBS) via the basic disclosure procedure.

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Job Overview
  • Hours Per Week
  • Salary
    £19,698 to £21,748
  • Job Category
    Customer service
  • Disability Confident
Job Location