Lancaster City Council are pleased to offer a great opportunity for an enthusiastic, confident, and self-motivated individual to join our Community Hub as a Customer Service Advisor.
The Lancaster District Community Hub was created at the start of the pandemic to support our communities and our most vulnerable residents 7 days a week.
The successful applicant will be our customers’ first point of contact with the Council, not only answering telephone enquiries and e-mails on a variety of Council wide issues but also dealing with requests for help and urgent needs.
As someone who enjoys making a positive contribution to a team, you will work flexibly with your colleagues to ensure the customer is always the priority – understanding the complex issues they face and working to find the answers they need. You will need to demonstrate a positive attitude, a calm approach and real drive and determination to offer the very best in quality service.
It will be no surprise to learn that highly developed communication skills, both spoken and written, are crucial in this role as are excellent numeracy and keyboard skills. You will need to be an attentive listener with the ability to explain information clearly, professionally and, above all, empathetically. Experience of supporting vulnerable people in a similar role would also be an advantage.
The full time hours for this position are 37 hours per week, working 5 days out of 7 on a shift rota basis. However, applications from those who wish to work part time will be considered with a minimum requirement of 22.2 hours a week. You will be required to work evenings, weekends and bank holidays in accordance with the needs of the service. You will be based at Palatine Hall although you may be required to work at other locations throughout the district, including working from home. This post is fixed term until 31st March 2022.
The Council currently operates an excellent Flexible Working Hours Scheme which applies to this post. Subject to the needs of this business, this may allow employees to work between the hours of 6:00am-10:30pm.
For internal applicants, this role can be a secondment opportunity. When these roles come to an end, any successful internal applicants will return to their substantive roles. The secondment of an employee from another Service can only take place with the agreement of the manager of the Service the applicant is contracted to.
Lancaster City Council has unanimously declared a climate emergency and will therefore work towards reducing carbon emissions to net-zero by 2030. As part of this role, you will be expected to participate and work towards reducing carbon emissions.
We are a Forces Friendly employer, and an Armed Forces Covenant committed organisation. We welcome applications from defence reserves and other members of our armed forces community.
Excellent benefits include: A Local Government Pension Scheme (the Council makes a 15.5% contribution). Discounted gym membership and discount on days out, activities and retail.
Interview date: TBC