Customer Service Advisor

Your new company

Due to the partnership between Hays and Solihull Council, we are looking for customer service advisors to join the Connect Customer Contact Service. Being a large leading local authority, Solihull Council are renowned for their expertise in public services and endless opportunities. Solihull Council provides the city's residents with a number of services to ensure stability within citizens daily lives. Your new roleThe post holder is a member of the Solihull Connect Customer Contact Service which handles a diverse range of enquiries through various access channels (Face to Face, Telephone, Emails, Live chat and Short Message Services (SMS).

The successful person will be a customer focused and flexible member of the Solihull Connect Customer Contact Service, providing a seamless service to all customers. Appointment may be anywhere within the grade banding based on experience and competencies and subject to operational requirements. This will be determined by meeting the requirements of the person specification

• The Council's current appraisal programme
• Personal development and competencies

ResponsibilitiesThe post holder will be expected to work both on their own initiative and as part of team to handle and respond to customer enquiries:

• To answer all enquires
• Handle complex customer contacts; ascertain customer needs, provide advice and guidance as necessary within the relevant service area such as Council Tax. Benefits, Social Services, Registrars, Environmental etc.
• Use initiative and problem-solving skills to deal with enquiries via a range of communication methods including face to face, telephone, email, webmail and letter
• To work as part of a team to handle difficult or sensitive issues and customer complaints effectively.
• Be familiar with and keep up to date with Council policies, procedures and appropriate legislation.

What you'll need to succeed

The ideal candidate should have strong customer service skills and have the confidence to work on their own. NVQ Level 3 or equivalent in a relevant subject, e.g., Administration or Customer Services or the ability to demonstrate an equivalent level of knowledge obtained through extended experience. Have extensive experience delivering customer service-focused work in a busy, pressurised front-line service environment and experience of dealing with customers in sensitive situations and resolving complaints. You will be working in a team, so it's vital you have teamwork skills.

• Able to work a flexible shift rota
• Ability to travel to multiple sites around the borough in line with the needs of the service.

What you'll get in returnAs a large local authority in Europe with their reputation solely built upon their passionate investment people, your employment as a customer service advisor will be a rewarding perk of the job as you will be taking pride in the speed of service within Solihull Council as an organization. You will receive a hourly rate of pay of £13.47 paid weekly.

What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career

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