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SalaryWe have a fantastic opportunity for two Customer Contact Advisors at Bury Council. This is a full-time temporary role for the next 2 - 3 months, with the possibility of extension.
What is the role?
Bury Council are looking for two Customer Contact Advisors to deal with all enquiries providing a high quality, efficient and courteous service over the telephone, face to face or digitally: resolving queries at first point of contact in accordance with Government Legislation and council policies and procedures.
What are your responsibilities?
- De-escalate potential complaints, using your own initiative whilst working to standards.
- Promote the council’s web site, self-account, and online forms.
- Provide excellent service in accordance with the Council’s Corporate Customer Care Charter whilst meeting service performance targets.
- Resolve enquiries from the public/representatives by telephone, email, digital/social media or face to face, delivering a comprehensive service to customers relating to a range of enquiries for your specialist skills. Answer calls promptly and demonstrate a good telephone manner presenting a professional image of the council.
- Adhere to the contact centre standards and ensure data protection checks are carried out, following opening/closing scripts and offer additional services. Maintain a minimum of the team average call and after call time detailed in the standards. Demonstrate your knowledge to answer calls without assistance from a manager 85% of the time and understand when to call for help refraining ringing back-office services.
- Have the skills and knowledge to deal with vulnerable customers including those in debt, homeless, mental health illnesses, dementia, and those who have suffered a bereavement, providing support and empathy, deciding the relevant course of action for their wellbeing whilst exercising initiative and recording accurate information. Refer customers to relevant support partners as necessary including support fund and external charities or agencies to help support them and improve their health and wellbeing.
- Have a multi-skilled flexible approach towards the changing work patterns and diverse needs of the services, providing cover for alternative services and reception.
- Maintain a professional approach using tact, sensitivity, and courtesy at all times, even in situations where confrontation arises.
- Have a comprehensive knowledge of numerous IT systems used within the contact centre. Navigate, interrogate, update, and maintain these systems to ensure enquiries are resolved efficiently with accurate information.
- Process card payments in line with the councils’ web staff policy and set up and promote direct debit and re-occurring card payments.
- Deal with queries and escalations to a high standard and use initiative to prevent queries escalating to complaints.
What skills do you Need?
- Must have previous Customer Contact Advisor / customer services experience.
- Excellent People skills, as you will be speaking to the public, other members of staff and senior managers.
- Valid Basic DBS
- Excellent IT Skills as you will be using work and excel, in addition to internal computer systems.
- Excellent telephone manner
Next Steps:
To receive a full job description please apply below or email your CV to
