Job Introduction
Job title: Customer Service Advisor
Salary: £25,119 - £28,770
Location: Cunard Building, Water Street, Liverpool L3 1AH
A bit about us:
Liverpool is home to vibrant, energetic and engaged communities, people who take real ownership of their local area and are passionate about making our city a better place. We've got ambitious targets to meet by 2025 and we need people who are driven, dynamic and ready to deliver the very best for our communities. Public service is more important than ever, and this role represents a real opportunity to make a difference to our communities by transforming the way we work and placing our residents at the heart of everything we do.
Working at Liverpool City Council provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.
We are proud of our world-famous thriving city with its rich culture, affordable housing, stunning waterfront and our beautiful green spaces – there’s really something for everyone!
The Role:
We are recruiting 7 Customer Service Advisors to provide advice and information in relation to all city council and partner agency services.
The working hour for the posts is Monday - Friday (excluding bank holidays) 8am to 6pm. Work patterns can be changed inline business requirements and notice will provided for any changes of working pattern in line with corporate policy.
- To own individual enquiries, complaints, and customer requests through to resolution.
- To contribute to the process of continually improving Customer Access to quality, cost effective services
- To promote a positive image of Liverpool City Council, working as part of an integrated team
- To effectively use all relevant ICT systems and assist in the creation, development and maintenance of records, files and statistical information
- To be fully proficient in all aspects of those services delivered through the Liverpool City Council Contact Centre, inclusive of dealing with customer enquiries via multi-channel contact. Full training will be given.
- To provide accessible and comprehensive information and advice to customers on all Liverpool City Council services, by keeping up to date with all aspects of services delivered through Customer Access Contact Centre
- You will be a self-starter who is able to own enquiries through to resolution and confidently use software systems such as Microsoft tools, email, and intranet/internet
- You will be willing to evolve and adapt in line with business demand and customer trends using transferable skills to adapt methods of contact and drive improvement.
- You will provide first contact resolutions to our city’s residents and customers through the Contact Centre and e-Contact always maintaining the highest standard of customer service
Our offer to you:
- At least 27 days holiday rising to 32 after 5 years service.- option to purchase further days
- Agile working - A “Flexibility First” approach to Agile working where flexibility is the norm rather than the exception.
- Part of the Local Government Pension scheme – option to join the AVC scheme-
- Progression - opportunities and training through a wide range of high quality learning
- Health and Wellbeing - offer including Employee assistance programme
- Cycle to Work and Travel Pass Schemes
- Drive Time – a salary sacrifice car lease scheme
- Family friendly policies with enhanced leave
- Discounted Gym Memberships
- Employee Volunteering Scheme
- Medicash
Next steps:
Closing Date for this role is: Monday 29 July 2024
If you would like to talk to a member of the team about the role or have an informal discussion, please contact – Sarah Kelly at sarah.kelly@liverpool.gov.uk
Liverpool City Council is committed to fostering a workforce representative of the communities we serve. As an Equal Opportunities Employer, we believe in appointing candidates based on their skills, experience, qualifications, and abilities. To support this commitment, we guarantee an interview to candidates from under-represented groups who meet the minimum essential criteria for the role.
If you require any reasonable adjustments in line with the Equality Act 2010, such as an application form in a different format or additional time to complete your application, please contact us at recruitment@liverpool.gov.uk
Although we advertise on Jobs go public, and other websites, your application process will be directed to our Tribepad system. Please note that all communication regarding your application for this post will be sent to the email address that you have registered on Tribepad, including your invite to interview if you are shortlisted. Please check your emails regularly, including Spam/Junk, after the closing dates for notifications. Please ensure you complete your full profile, work and education history in Tribepad.
We reserve the right to close vacancies earlier than the specified date should we receive sufficient applications. If interested, please complete an application as early as possible.
