About the Role

We have an opportunity for a part time Customer Service Advisor. This is a customer-facing role within a busy Customer Service telephony team. Being the first point of contact for residents of Swale, this role is primarily phone-based, there is additional contact via email, social media, and some face-to-face service delivery within our reception areas at Sheppey and Sittingbourne.

The post holder will act as the first point of contact, providing accurate information using the relevant council IT systems and information, focusing on customer service and advice. You will need accurate keyboard skills, with the ability to talk and type at the same time to effectively assist with a variety of customer enquiries.

The ideal candidate will have experience in a contact-centre environment, strong communication and listening skills, empathy, and the ability to remain calm under pressure. You must be able to respond to a wide range of customer needs and communication styles with respect and professionalism. A positive, adaptable approach and commitment to excellent customer service are essential, along with the ability to work independently and as part of a team.

This is a part time position working 19 hours per week on a permanent contract.

Part time post: 19hrs

Tuesday, Wednesday and Thursday 9am to 2pm

Friday 9am to 1pm

About Swale Borough Council

Swale Borough Council is a progressive and ambitious Local Authority, located less than an hour from Central London in an attractive and diverse part of Kent involving urban, rural, and coastal areas. We believe that staff are our most valuable asset and we’re committed to attracting and retaining the very best. In recent times we have adapted and evolved to meet the current world by introducing a highly flexible hybrid working policy, along with a 34-hour week, recognising that staff wellbeing and work life balance is high on our agenda.

Our Offer

A range of benefits including:

Generous holiday entitlement which increases after 5 years LG service plus bank holidays with the option to buy additional leave.
Additional 3 days leave given to enable a close down of the offices between Christmas and New year.
Free parking
Invitations to staff events to celebrate success and support wellbeing that include holistic therapies and outdoor activities
Employee Assistance Programme which provides confidential & independent information and access to counsellors
Local Government Pension Scheme (LGPS) with valuable life cover and financial protection for your family.
Life Assurance – three times your annual salary (for members of the LGPS)
Season Ticket Loan - to help with the cost of your rail/ bus journey, to & from work
Lease car salary sacrifice scheme allowing you to lease a brand-new car. The monthly fee includes insurance, servicing and road tax.
Annual flu vaccine
Cycle to work scheme
Staff benefits discounts on leisure, eating out, holidays and shopping
Excellent learning and career opportunities for committed individuals
A professional fee payment, if required for the role

About You

Key requirements:

Educated to GCSE standard (or equivalent, including English & Maths at a grade 4 or above)
Experience in an office-based customer service environment (a minimum 6 months in a contact centre or similar role where call handling is the predominant contact channel)
The ability to work on various computer systems at the same time. You will need accurate keyboard skills with the ability to talk and type at the same time (a quick typing speed would be ideal)
Excellent communication skills, including listening and using simple language with the ability to remain calm and professional

The Council considers these to be customer focused roles and the ability to converse at ease with customers adapting communication style to suit differing audiences and provide advice in accurate spoken English is fundamental to the role.

Selection Process

This advert does not have a fixed closing date. Applications will be reviewed on an ongoing basis, and the advert may close when sufficient applications are received—so we encourage you to apply now.

Following the submission of your application form, it will be reviewed by the recruiting manager. Those that are successful in securing an interview can expect job specific interview assessment by telephone, followed by an in-person interview for successful candidates.

Swale Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employee and volunteers to share this commitment.

If you would like to discuss this position, please contact Carol Sargeant, Customer Service Manager on01795 417055

Job Description and Person Specification

Telephone Interview Date: To be confirmed

Interview Date: To be confirmed

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