Customer Services Advisor X2

We are committed to delivering the best possible services to our local community, so we make every decision based on what would best serve our local population and the businesses that exist within our neighbourhoods. Our Contact Centre is a key part of this ambition. As the first point of contact for multiple services within the council, our team handle everything from resident parking queries and issues relating to litter, through to social services support.

Working hours: 37 hrs: Monday to Thursday 8:30-17:00 and Friday 8:30-16:30                    

The salary scale for this post is Grade D-E (£21,575 - £24,496) with the potential for career progression into Grade F (24,054-£27,752).

The starting salary will be at our scale SCP5 (£21, 575) with progression depending on experience, skills and knowledge, as detailed in the job description to scale SCP12 (£24,496).

What it’s like working in our team …

The Customer Services Advisor role is a fantastic opportunity to help make a difference to our community.  You will be part of a team dedicated to managing customer interactions and providing support and advice to customers to meet their service requests and enquiries.

The team is focused on delivery and works closely together, always supporting one another. Whilst the role can be challenging on occasions, the sense of working as a team to help others is very satisfying and rewarding.

You will be supported to carry out the following duties, responsibilities and training…

To provide a first point of contact for customers contacting the Council, managing service requests and providing information to support customer enquiries.

To deliver the highest quality service within a team environment, as the face of West Berkshire Council.

To continually develop the knowledge necessary to handle a diverse range of enquiries at the first point of contact

To use various communication channels to support customer interactions, including phone, face to face and email.

What we’re looking for …

If you have good people skills and want to use these to deliver quality services to our customers, this may be the job for you.

We are looking for someone who:

• has excellent communication skills
• has empathy and patience
• is willing to learn and use their initiative
• has good attention to detail

You would be required to work at our Market Street offices in Newbury, on reception or in the contact centre.

This role has been identified as public facing in accordance with Part 7 of the Immigration Act 2017; the requirement to fulfil all spoken aspects of the role with confidence in English applies.

West Berkshire Council offer excellent employment benefits such as access to a wide range of relevant training, local government pension scheme, family friendly policies, a range of discounts and much more.  You will also be entitled to a generous annual leave entitlement of 28 days per annum rising to a maximum of 33 days, depending on length of service and the grade of your job.

Want to ask us a question?

If you would like to know more contact Jessica Flint – Customer Services Manager on 01635 551111 for an informal discussion.

Closing date is 8^th June 2023. If you are successful in being shortlisted you will be notified by close of business on 22^nd June 2023.  All shortlisted applicants will be required to complete a 1^st stage telephone interview on 28^th June 2023, those successful at the stage will then be put through to 2^nd stage face to face interviews that will be held on Wednesday 5^th July 2023  at Market Street offices. Please ensure you will be available on those dates.