Contact Centre Advisor (Cross Skilled)
Cornwall Council
2 days ago
Full-time
On-site
Pool, Cornwall, United Kingdom
Customer Service Jobs
Description
Please note that applications cannot be edited after they have been submitted, please contact careers@cornwall.gov.uk if you have any queries or require assistance with your application.
Existing employees must apply using their Cornwall Council email address through the Opportunity Marketplace on Oracle.
The Service & Team:
The Customer Hub is part of Customer and Business Operations within Cornwall Council. We provide a frontline service for residents and businesses, delivering information, advice and resolution across a wide range of council services. As part of our multi-skilled Customer Contact Team, you'll help customers access the services they need while delivering a high-quality, efficient and customer-focused experience
The Role:
As a Customer Service Adviser (Cross Skilled), you will be the first point of contact for customers contacting Cornwall Council through a variety of channels including telephone, email, web chat and online services. You will identify customer needs, provide information and advice, resolve enquiries wherever possible at the first point of contact, and work closely with service teams to ensure customers receive the support they require.
This is a varied and rewarding role requiring excellent communication skills, problem-solving ability and a commitment to delivering outstanding customer service. You will work across multiple service areas, developing a broad knowledge of council services and supporting customers with a wide range of enquiries. Full training will be provided.
This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies.
Working Pattern:
37 hours per week, Monday to Friday. Our Customer Hub is open for business between 09:00-18:00 and there is a requirement for flexibility between these hours.
Hybrid working arrangements are available following successful completion of training and subject to business needs. Once training has been completed, there is a requirement to attend our contact centre in Tolvaddon at least one day per week.
What you’ll need to succeed:
We're looking for people who:
• Have experience delivering excellent customer service in a customer-facing environment.
• Demonstrate excellent communication skills across a range of channels.
• Are confident using IT systems and applications, including CRM and contact centre systems.
• Can resolve customer enquiries effectively and identify practical solutions.
• Display empathy, patience and professionalism when dealing with a variety of customers and situations.
• Can work flexibly, manage competing priorities and adapt to changing service demands.
• Have a good standard of education including English and Maths, or equivalent experience.
• Are committed to providing an outstanding customer experience.
Please read the role profile for the full details of this role attached below in this advert
What you’ll get in return:
You'll join a supportive team committed to delivering excellent public services while helping you develop your skills and career. Full training will be provided alongside ongoing learning and development opportunities, enabling you to build your knowledge across a range of council services.
Cornwall Council’s ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.
Our core employee rewards and benefits include:
- a competitive salary.
- a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions
- a generous annual leave entitlement with the potential to purchase additional leave.
- a national award-winning employee health and wellbeing programme
- Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services
Additional Information:
Cornwall Council is unable to offer visa sponsorship or transfer existing sponsorship for this role.
The full role profile is attached here - Customer Service Advisor (Cross Skilled) Role Profile
We recommend saving a copy of this to refer to if you are invited to an interview.
For more information or an informal chat about the role please contact James Long, Customer Hub Manager (james.long@cornwall.gov.uk).
Application Process
Please attach a supporting statement to your application, you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstrate why you are suitable against each of the points marked as ‘Application’ on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here – The application process.
Please note that applications cannot be edited after they have been submitted, please contact careers@cornwall.gov.uk if you have any queries or require assistance with your application.
Existing employees must apply using their Cornwall Council email address through the Opportunity Marketplace on Oracle.