Position Title: Customer Service Advisor x4
Location: White Moss Road, Blakley, Manchester, M9 6NZ
Salary Range: Grade 4 £20,444 to £22,129 (Bar at £21,695) per annum
Working Hours: 35- Mon Fri - 8.30am-4.00pm/ 9.00am-4.30pm
Contract Type: Full Time Temporary (until 31.03.23)
Application Deadline: 21/09/2022
Interview Type: Face-to-face
Job Reference: MCC470187/NS
About the Role:
The role holder will be the first point of contact for internal and external customers and will provide excellent front-line customer service contributing directly to service and organisational objectives.
The role holder will provide high quality, customer focused, flexible and timely support, complying with all relevant legislation and procedures and contributing to the achievement of objectives of a high quality service.
Determine the requirements and needs of customers advising on the most appropriate course of action to support them, liaising with other service areas and agencies where appropriate and arranging assistance where required.
Process a range of customer requests and assist in the completion of relevant information in line with service processes and procedures and any relevant legislation, ensuring information provided is accurate and up to date.
Contribute to the development and improvement of management information systems identifying areas for improved efficiency and added-value support to the service.
Validate documents in accordance with the relevant guidelines, and actively seek to detect and reduce fraud where appropriate. Proactively identify any potential risks from and to customers accessing the service and escalate any issues through the agreed channels.
Develop effective partnerships and collaborative working arrangements with other services.
Personal commitment to continuous self development and service improvement.
Through personal example, open commitment and clear action, ensure diversity is positively valued, resulting in equal access and treatment in employment, service delivery and communications
Where the roleholder is disabled every effort will be made to supply all necessary aids, adaptations or equipment to allow them to carry out all the duties of the role. If, however, a certain task proves to be unachievable, job redesign will be given full consideration.
The candidate will have:
Experience of providing a customer facing service, particularly telephone-based.
Basic keyboard and computer skills with the ability to type quickly and accurately, and to enter clear and accurate written information onto an on-line system.
Excellent listening skills and the ability to interact with customers’ from different ethnic and cultural backgrounds as well as more vulnerable tenants.
Experience of working as part of a team.
The ability to deal accurately, effectively, efficiently and courteously with a wide range of telephone and digital enquiries from the public, including calls which may be complex or distressing in nature.
Excellent customer care skills.
Knowledge of social media and how this can be used to communicate with customers.
The ability to carry out simple arithmetical calculations, and to explain them to other people.
Able to communicate clearly, accurately and in plain language, both verbally and in writing.
About the service:
Working in a small but busy contact centre with a team of 20+ advisors you will be providing a quality telephone, digital and face to face reception service responding to a range of housing management enquires such as rehousing, rent and to order repairs.
Providing a courteous and responsive service to telephone callers, within the targets and standards set, using an on-line script and various IT systems to provide accurate and appropriate information and advice on the range of services provided.
Responding positively to complaints and feedback about the service, and to customer service issues via social media and web chat, in both public and private conversations, whilst protecting the reputation of the organisation.
In this varied role you will also be responsible for conducting outbound telephone calls to customers and to colleagues in other departments, carrying out customer surveys, covering reception and dealing with admin tasks to ensure we deliver a first class customer service.
This role is predominately fixed based. You will be required to work from specific locations. This could be because you use specialist equipment or because you work with the public from a fixed location. You may work from more than one fixed location and you would usually have a dedicated workspace or team area. Your hours and times of work may be more flexible depending on the type of role you have.
Creating an inclusive team at Manchester City Council:
Manchester City Council values equality and works to provide a fair and inclusive environment for a workforce that is as diverse as the communities it serves. We want to further increase the diversity of our workforce, in particular the number of Black, Asian and Minority Ethnic staff and disabled staff at all levels of the Council. This advert is open to all applicants, and we would particularly welcome applications from candidates identifying with one or both of those characteristics.
Manchester City Council is committed to giving fair support to members of the Armed Forces and veterans, whilst recognising and remembering the sacrifices they have made. The aim of The Armed Forces Covenant is to ensure that the Armed Forces and veterans are not disadvantaged when applying for vacancies with Manchester City Council. Armed Forces and veterans will be guaranteed an interview where they meet the Minimum requirements for the role.
As a Disability Confident Employer, we provide support for employees with physical or mental-health conditions, a disability or neurodiversity. Our workplaces are accessible by design, and we make workplace adjustments including providing aids, adaptations and equipment. These, combined with our flexible working policies such as disability-related leave, enable our employees to perform their role, thrive and be their authentic selves in work.