Customer Services Advisor

About the role

Our staff are our best asset, and we’d love for you to join us! Our focus is on delivering services to our residents and driving excellent standards. By joining Cambridgeshire County Council, you'll gain skills working in a fast-paced environment, while delivering outstanding experiences to our residents.

We are a Contact Centre that takes inbound calls and answers email and online enquiries from customers for a variety of Council services. It is a hybrid role incorporating working from our main base in St Ives and home working.  Our Advisors also provide occasional face-to-face customer support at two of our reception sites in Alconbury Weald and Wisbech.

We will shortlist all applications after the closing date. If your application is shortlisted, you will be invited to an assessment on 10th April 2024.

If successful after assessments, you will then be invited to an interview week commencing 15th April 2024. 

Please read the attached 'Customer Services Information’ document. This provides essential detail about this role and the way our team operates.

What will you be doing?

• Take inbound calls from residents for a variety of Council services
• Deliver excellent customer service to every resident
• Take responsibility for providing resolutions
• Occasional travel to support at our reception sites

Our values are putting lives over services, being collaborative, accountable, creative and aspirational! As your experience grows, you can take on more responsibility within your team. You’ll also have regular team meetings, being part of an inclusive culture. You’ll be assigned to a mentor as well as having regular catch ups with your manager where we’ll track your progression within our job family.

You will take calls for a range of Council services which may include Highways, Libraries, Registration of Births, Deaths & Marriages, Waste Management, Blue Badges, Concessionary Bus Passes, Childrens & Adults Social Care and School Admissions.

About you

We are looking for professional and friendly individuals, who have excellent communication skills. If you are self-motivated, able to work alone and as part of a team then this could be the role for you.

It doesn’t matter if you haven’t worked in a contact centre environment before, with our bespoke induction we will provide you with a comprehensive training programme. We do ask for the following:

• English qualification GCSE Grade 1 (C) or equivalent
• Customer Service experience
• Confidence in ICT

Our benefits

We value our colleagues in Cambridgeshire County Council and have developed a number of benefits:

• 25 days annual leave for Full Time (pro-rata for part time) 
• Employee discounts with a wide range of retailers
• Car lease & cycle to work scheme
• Discounted gym membership
• A comprehensive pension scheme
• Flexible Bank Holidays
• Option to purchase up to a further 4 weeks leave per year (after probation)
• Qualifications from NVQs to apprenticeships up to degree level
• Employee Assistance Programme including 24/7 access to wellbeing support  
• Occupational maternity/paternity pay & shared parental leave
• IDEAL staff equality, diversity and inclusion network
• CamWeb - our staff intranet helping to keep you informed
• An employee recognition scheme
• Pennies from Heaven charity donation scheme 

About us

Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.

Our four values are central to our culture, driving everything we do.

We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we firmly believe benefits our colleagues, the organisation and our communities. If you don’t meet every single requirement in the job role but think this could be you, please don’t be put off.   We are committed to building a workplace that is compassionate and inclusive as well as diverse, so if you think you could be a good candidate for this role please consider applying and speak to the recruiting manager if you have any questions.

Our Equality, Diversity and Inclusion Strategy, along with our employee network 'IDEAL' and self-organised peer support groups help us to foster an inclusive, supportive and safe working environment where people feel valued, respected, and empowered.  We collect relevant diversity data for monitoring as part of the recruitment process to understand the diversity of our applicants and monitor any trends throughout the recruitment processes so that we can take meaningful action.

We are proud to be a Disability Confident Employer. We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager, whose details can be found in the advert, to discuss any adjustment needs. Some examples of adjustments could include additional time to complete an assessment or printing a document on pastel coloured paper with larger font size and line spacing. We would value talking about what might be possible to enable you to join us and thrive, so if there is something that would help you to do your best during your journey with us, please get in touch.

Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion. 

https://www.cambridgeshire.gov.uk/council/jobs-and-careers

Attached documents

• Provides essential detail about this role & the way our team operates
• Job description & person specification