Salary: £20,092 - £21,748 pro rata + 10% shift allowance Plus laptop
Working Arrangements: 28 hrs, shift rota including weekends and nights and agile working
Hours per week: 28
Contract type: Permanent
This post is suitable for Job Share
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Closing date: 23/10/2020 at 23:59
The successful candidate will be required to speak English to an appropriate standard.
This post requires a Basic Criminal Record Check
Prospective employees will be required to give a reasonable account of any significant periods (6 months or more in the past 3 years) of time living abroad.
Pensions Regulations have provisions to reduce pension payments in certain circumstances of those who return to work within local government service. If you are in receipt of a pension upon commencing employment with the authority, this may affect your pension entitlements and you should therefore seek advice from the relevant Pensions Authority.
About the Post:
Customer Service Advisor
The successful candidate will deliver a high quality efficient and effective customer focused service, whilst adopting a digital first approach.
Shape a better future with us
We’re thrilled to have received Investors in People (Gold) status for how we lead, support and develop people. We would like you to be part of our success and help us to take change further. Join us on our journey to a brighter future. By working together with each other and with our communities, we can take pride in improving lives. Let’s make a better Barnsley for everyone.
Your role in our journey
As a Customer Service Advisor you will respond to customer enquiries received through multiple access channels, including telephony, webchat and social media, analysing and interpreting information from the customer accurately and making appropriate decisions from a range of options. You’ll listen carefully, speak positively and ensure the customer receives an efficient, friendly, courteous and helpful experience. You will be able to manage difficult conversations in a calm and professional manner. In line with our Strategies you will positively promote the use of the council’s digital and self-service options.
What you’ll need
This is a permanent opportunity, to join us; you’ll need 4 GCSEs (9-4) or equivalent, or a relevant level 2 qualification. You will have experience of working with members of the public and the ability to work flexibly, independently and as part of a team, using own initiative for minor decisions. You will have experience in providing advice and guidance to members of the public and the ability to work in a constantly changing, high volume contact centre. You will be digitally confident and adept in the use of online resources, able to handle and process information ensuring accuracy and confidentiality.
With a positive ‘can do’ attitude and the ability to communicate clearly and effectively with a diverse range of people in sensitive situations, it is your professional manner and engaging interpersonal skills that set you apart.
A lot to look forward to
Here at Barnsley, we live and work by four important values: honesty, teamwork, excellent service, and taking pride in what we do. As part of our team, you can be sure we’ll do all we can to support you in being truly excellent. We prioritise learning and enabling you to achieve your potential. We’ve created a development process that lets you grow in the way that suits you - whether that’s training to be a leader, or learning flexibly online. That’s one of the reasons why we achieved IIP Gold, and why you’ll find your career here inspiring and rewarding.
Please note that the position available involves working shifts on a rota basis of 4 on and 4 off (two afternoon shifts 3pm – 11pm and two-night shifts 11pm – 7pm), this includes weekends and bank holidays. Shift allowance will apply.
For an informal discussion on this role please e-mail firstname.lastname@example.org
Please use the documents below to help support you with your application form.
Job Profile: Customer Service Advisor Job Profile.pdf
Vacancy Exposure Profile: Exposure Profile - Customer Service Advisor.pdf
Barnsley Council is passionate about Equal Opportunities and Flexible Working. We're committed to equality and diversity in all aspects of our work and welcome candidates with a broad diversity of talent. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Click here for more information.
CVs will not be accepted.