About the Role

We have an opportunity for a full time Customer Service Advisor to join our team. As the first point of contact for Swale residents, you will handle a high volume of enquiries primarily by telephone, while also supporting customers through email and face-to-face interactions at the Sheppey and Sittingbourne reception areas.

The role requires providing accurate information and advice using council systems and always ensuring a customer focused approach and experience.

This includes:
• Responding to customer enquiries efficiently via telephone, email and in person
• Talking and typing simultaneously to record and provide accurate information and advice
• Delivering a professional, empathetic customer focused service
• Being adaptable and resilient under pressure

The ideal candidate will have:
• Experience working in a contact centre environment
• Strong communication skills
• Excellent keyboard and IT skills
• A positive, flexible, and proactive approach to work
• The ability to work effectively both independently and as part of a team

This is a full-time position working 34 hours per week on a permanent contract. Working pattern - Monday, Tuesday, Wednesday and Thursday 9am to 5pm, 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 on 01795 417055

Telephone Interview Date: To be confirmed
Interview Date: To be confirmed