Customer Service Advisors x 3 (FTC)

Customer Services Advisors x3 (FTC)
Watford, Hertfordshire

About Watford Borough Council

Watford is an urban borough in South West Hertfordshire; the borough has excellent transport links with mainline rail connections to London. Watford is the centre of a sub-region serving around 500,000 people living within a 20-minute travelling time catchment. As part of the London commuter belt, Watford is strongly influenced by London which brings the benefits of a buoyant economy.

At a glance

- £1.4bn local investment happening – a mix of public and private funding
- 5 major development and regeneration projects happening
- 3500 registered businesses
- Higher than average working age population
- Skilled workforce
- Affordable local housing market
- Home to many major international head offices

We are currently seeking three Customer Service Advisors, to join us on fixed-term contracts, with one part-time and two full-time positions available.

The Benefits

- A salary of between £26,841 - £29,140 depending on experience (pro rata for part-time)

If you are a talented customer service professional with great compliant handling skills, this is a prime opportunity to join our excellent Council and benefit from a fantastic public sector rewards package.

So, if you thrive whilst engaging with the public and have been looking for the opportunity to showcase your excellent customer service skills, this is the role you’ve been waiting for.

The Role

As a Customer Service Advisor, you will provide members of the public with advice or guidance in response to their enquiries via phone, email, social media or in person.

Specifically, you will fully understand their requirements and provide them with effective resolutions regarding a wide variety of topics around council services. Where necessary you will provide additional advice on eligibility for services.

Additionally, you will:

- Manage, record and administer enquiries efficiently and accurately
- Contact customers to promote Council services and undertake customer surveys
- Assist with completing forms on behalf of customers
- Refer at-risk or vulnerable individuals to appropriate internal and external services
- Handle customer comments and complaints tactfully
- Assist with the promotion of the Customer Service Centre

About You

To be considered as a Customer Service Advisor, you will need:

- Experience of dealing with the public in a customer service environment
- Experience of dealing with a range of complaints and sensitive issues
- Experience of dealing with customers from different backgrounds via telephone and face to face
- Experience of working in a complex, multi-service environment
- Experience of working in a local government or similar organisation
- The ability to build comprehensive knowledge of Council services, policies, practices and procedures
- The ability to grasp complex information and use it to resolve enquiries effectively
- The ability to find and select relevant information to provide clear advice to customers

The closing date for these positions is 3rd August 2022.

Please note:

- Two of these positions are full-time for 12-month fixed-term contracts
- One position is a part-time, working 22 hrs per week on Wednesday, Thursday and Friday, for a six month contract

A basic Disclosure check or DBS enhanced check (as applicable) will be carried out for this post.

Other organisations might call this position Customer Service Administrator, Customer Service Officer, Customer Care Executive, Customer Service Executive, or Customer Service Representative.

Webrecruit and Watford Borough Council are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

So, if you can support the people of Watford as a Customer Service Advisor, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.