Customer Services Administration Officer

Kensington and Chelsea, London (Greater)
£26,544 - £30,618 per annum
23 Nov 2020
29 Nov 2020
Job role
Contract Type

About Us:

Our support services help the whole council work to the best of their ability. They include the Council's Customer Access department, Human Resources, IT, Financial Management, Corporate Property, Audit, Fraud, Risk and Insurance.

We aim for excellence in these services as they will in turn benefit the community we serve. Please take a look at our current vacancies.

The Role:

We are currently recruiting for 2 full time vacant posts: one FTE and one 6-month fixed term with the possibility of becoming a permanent role.

The Contact Centre is the first point of contact for multiple services within the Council, our aim is to provide an efficient and effective service to the residents of the Royal Borough and other customers and or professional ensuring the best customer service practices are adopted.

The successful candidate will provide help, information, advice and/or redirection to all people who contact us either by telephone or email by ensuring that information and advice provided is straightforward, relevant, accurate and accessible to all sections of the community.

All employees work within the Council’s policies and procedures and will ensure they respond to customers enquiries in a professional manner. 

For more information about the role, please see the full Job Description

About You:

To help us achieve this goal, we are looking to recruit an experienced and talented Advisor to work in our high-profile Contact Centre.

You should be experienced in working in a very busy contact centre environment, ideally in a local authority setting.

You should be able to demonstrate your excellent communication skills as well as experienced in having difficult and potentially confrontational conversations.

You should have experience in handling the pressure of high volumes of calls daily without compromising on quality. Willing to work flexible hours as well as work shift patterns. Willing to work from home. It will be essential that your broadband speed is very stable and reliable.

Role Requirements:

  • Skill to maintain high levels of motivation and attention to detail.
  • Experience and ability to embrace new challenges and adapt quickly to change.
  • Ability to work in an organised and methodical fashion.
  • Willing attitude to work flexibly as part of a team.
  • Commitment to completion of tasks and see work through to a logical conclusion.
  • Ability to resolve problems and be proactive.

We work in partnership with Hampshire County Council (HCC) who deliver many transactional services on our behalf. Although most communications will be from HCC, all selection and appointment decisions will be made by RBKC. Certain services are shared across more than one Council area to nearby neighbouring Authorities. This enhances delivery and reduces costs. Your recruitment information will advise if your remit extends beyond RBKC.

We will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

Additional information

RBKC is currently inclusively reviewing its pay, reward and benefits framework.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.

We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.