Customer Services Advisor
If you have
- Excellent communication skills including written, on the phone and face to face
- A good level of computer literacy, to use multiple complex systems and platforms simultaneously
- A background in customer service
- The desire to help people sometimes in difficult situations
Then we may be the opportunity you are looking for. You will be on the ground floor and an essential part of a dynamic and responsive team that answers all first point contact into the council, enabling the council to optimise delivery across all services.
Duties include answering our busy phone lines in a timely manner and recording the enquiry as appropriate on the relevant system. Call centre experience would be highly beneficial. You will also take similar enquiries received electronically via our website’s contact us or report it options and eventually when fully trained face to face on our reception desk.
You will need to be a trusted source of dependable information, touching the lives of strangers or repeat contacts in an important way, every day. Whether a customer is calling about a missed bin or having nowhere to sleep tonight, you will need to treat them with the same level of care and respect. It won’t always be easy. You will need to accept or decline requests in line with legislation, accepted responsibility or policy. With the right balance of empathy and resilience, you could gain and hone skills and experience to develop a great career for yourself.
Advisors are monitored and assessed on call and case quantity and quality. Meeting and maintaining targets set for individuals and the team is critical.
Full training will be provided throughout the six-month probation period.
If you fit the criteria above and are excited by the opportunity this presents, please do act as we would love to consider your application.
If you need an informal chat to decide call Team Leaders Jane Brown or Ed Badger on 01483 445053
Interviews will include a basic electronic skills aptitude test, and a face to face interview.
This is a primarily office based role that offers some remote working after the initial training period.
About Guildford
Guildford is a regional centre for leisure, business, education, shopping and culture set in beautiful countryside that includes the Surrey Hills Area of Outstanding Natural Beauty. Guildford is a thriving market town and is a principal shopping destination with a vibrant night time economy. The town’s geographical location provides excellent transport links in all directions, London is just 30 minutes away on the train and the town is well-served by frequent bus routes and subsidised Park and Ride facilities. All of this contributes to a quality of life that attracts many people to live, work in and visit Guildford.
We are an equal opportunity employer and value diversity. All employment decisions are made on the basis of qualifications, merit and business need. Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff and post-holders to share this commitment. To fulfil this commitment we have robust systems in place for the safe recruitment of staff and volunteers.