Customer Service Advisor

Job Introduction

We’re looking for enthusiastic and dedicated Customer Service Advisors to work with us.

Based at Civic, our friendly and proactive Customer Services team are a keyway for people to get in touch with Milton Keynes City Council, delivering support via telephone, email, online and face to face where appropriate.

Our contact centre answers around 19,000 calls per month as well as managing 1,500 emails. The team also manages visitors to the building and takes care of some specific tasks including contact on behalf of councillors.

Ideally, you’ll have experience of working within a fast-paced contact centre or retail environment. You’ll be able to demonstrate excellent communication skills, knowing how to listen and when to talk. You will be confident receiving customer feedback and sharing that with colleagues across our organisation.

We offer individual training and coaching in addition to a wealth of in-team experience to help you gain the specific skills you’ll need to succeed and build a successful career with us.

Main Responsibility

• Work as part of a multi-skilled team delivering effective, consistent Customer Service at the first point of contact.
• Review, maintain and update service request information on the nominated CRM system, and back-office systems in line with standard processes, escalating unresolved enquiries where appropriate.
• Provide consistent Customer Service to our internal and external customers, providing a prompt and constructive resolution to customer queries or redirecting the customer enquiry to the appropriate area at the first point of contact.
• Follow standardised processes for service request reporting according to the nominated department’s guidelines; logging, processing and progress-chasing customer enquiries, escalating where appropriate, to provide a final resolution.

The Ideal Candidate

• Enjoys talking to people and can actively listen.
• Flexible and willing and ready to learn new things.
• Able to work as part of a team.

Package Description

In addition to your salary, we offer a range of benefits including:

• Great holiday benefits - most roles include 28 days annual leave every year on top of public (bank) holidays, increasing to 32 days after five years.  In addition, there is a holiday purchase scheme allowing staff to purchase up to 5 additional days of leave each year.

• Excellent pension – everyone who works for us can join the national Local Government Pension Scheme, widely regarded as one of the best available.

• A full range of family friendly policies including enhanced maternity, adoption and paternity support and a childcare subsidy.

• Access to an award-winning employee benefits programme that includes a health cash plan, a low-cost bike purchase scheme as well as high street discounts and money off entertainment and travel.

• Blue Light Card - employees working within social care can qualify for an additional range of discounts from national retailers and local businesses.

Our roles are either designated ‘site based’ or ‘home based’. ‘Site based’ roles can include up to two days a week working from home whilst ‘home based’ roles are based at home four days a week.  Of course, managers designate which category roles are in based on the needs of the service and the circumstances.

About The Organisation

Milton Keynes City Council is a large, modern and financially stable employer with around 2,500 people working across our eight areas. Together we provide local residents and businesses with a wide range of important round-the-clock services and aim to make our city a better place to live.

We work hard because of the demands placed on us, like protecting children from harm or preventing homelessness. However, working for the city is always rewarding and everyone has the opportunity to make a real difference. 

We’re very proud of our diversity and are committed to having a workforce that reflects the community we serve. Whatever your background, you will be welcome here if you share our values of being dedicated, respectful and collaborative.

We offer great training and support and because of the size and scale of the organisation there are always new opportunities to explore when it’s time for a new role.

If you’d like to know more about how we do things and what matters to us, take a look at our short booklet What makes us Milton Keynes City Council.