Customer Service Adviser

As first point of contact for customers regarding a wide variety of council services, our Customer Service Advisers are vital to the efficient delivery of our Contact Centre service. Our Customer Service Advisers aim to resolve all customer enquiries at the first point of contact where possible whether by phone, email or in person.

You will be part of a team of positive, organised staff who are committed to achieving and exceeding our customers' expectations and therefore you should have:

• a professional manner with excellent communication and interpersonal skills
• a commitment to confidently provide exceptional customer service
• a flexible and methodical approach to work, with the ability to react to a changing workload
• experience of using ICT systems to record, monitor and extract key information
• a good general level of education including maths and English
• a good knowledge of our services, ideally Council Tax, housing benefits or housing needs and options

You must be available to work a rotating shift pattern, Monday to Friday between 8.30am and 5pm, to meet Contact Centre requirements. Therefore, we will not consider part time requests for this position. You should indicate your available hours in your application.

In return we offer a tailored induction and training programme. Please note that CVs are not accepted without a fully completed application form.

We recommend that you submit your application as soon as possible, as we may close this advert before the stated closing date if sufficient applications are received.

Additional information

Assessments will take place between 12 and 14 May.

Interviews will take place on 20 and 21 May.

Special conditions

• The postholder will not be eligible for the flexible working hours scheme and will be ready to work in accordance with their working pattern between the service opening hours.
• TOIL can be accrued with agreement from a manager.
• The postholder will be required to attend up to four evening meetings and Saturday workshops a year.
• The postholder will be required to adhere to the Contact Centre dress code.
• The postholder will be required to undertake a baseline personnel security standard (BPSS) check in order to carry out any duties on the Department of Works and Pensions (DWP) website.

Employee benefits

We offer a generous employee benefits package, with a range of discounts, benefits and wellbeing incentives to suit everyone.

At Crawley Borough Council, you will have access to a structured programme of learning from day one, designed to help you succeed in your role and grow your career.

Safer recruitment

Crawley Borough Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.