Contact Centre Agent - Out of Hours

Greenwich, London (Greater)
£25.137 - £26.520
15 Jan 2021
28 Jan 2021
Contract Type
Part Time

Do you have experience in delivering first class customer service? Do you like helping people and solving problems? Do you work well as part of a focused and dedicated team in a busy and often demanding environment?

If the answer is yes to all of the above, then we would like to hear from you.  The Royal Borough of Greenwich is currently recruiting for part-time Customer Service Agents to work in our corporate out of hours emergency contact centre based at The Woolwich Centre, 35 Wellington Street, London SE18 6HQ.

Dealing with the public, you’ll provide advice, interpret queries, liaise with on-call staff across a range of council services.  This is a busy contact centre handling over one million customer contacts per year.  You will be taking inbound telephone calls, as well as dealing with contact from customers via email and the web.

Your professional telephone manner and excellent written and verbal communication skills will be matched by a real service ethic and the ability to deal with a range of services provided by The Royal Borough. Together with demonstrated competence in a customer-focused role, a positive attitude and excellent team-working skills, you’ll also need to be comfortable in using, and learning to use, a range of ICT systems.

The Out of Hours service operates between 5pm and 9am Monday to Friday, and 24/7 at the weekend and during bank holidays.

We are looking for people to work up to 17.5 hours per week, covering a range of shifts on weekday evenings between 17:00-23:00 and at weekends between 09:00-23:00.  The shifts available are part of a rotating 4 weekly pattern.

The shift times and patterns available are attached and are required to meet our service demand.

Closing date: 28th January 2021


Diversity Statement: Royal Borough of Greenwich values the diversity of its community and aims to have a workforce that reflects this. We therefore encourage applications from all sections of the community.

High Volume Applications: Royal Borough of Greenwich reserves the right to close any vacancy earlier than the advertised closing date should there be a high volume of applications received.

Advert Close: All vacancies close at midnight unless otherwise stated

Internal to External: This opportunity has recently been advertised as an opportunity for current RBG employees (internal only advertising). Applications received during the internal advertising period have been considered and processed. If you were interviewed for this position via an application to this job advertisement during the internal advertising period, any further application will not be shortlisted.

How Applications are Scored: Each application is scored according to how well the supporting statement addresses each point on the Person Specification for the role. Candidates will be short-listed for interview on the extent to which they meet the specific points within the Person Specification. The Person Specification is supplied with the job advert. When completing your application, please use the supporting statement section to tell us how you meet each of the points on the Person Specification. We need to have this information in order to consider your application. If you have a disability and are unable to meet some of the job requirements specifically because of your disability, please address this in your application. If you meet all the other criteria, you will be shortlisted and we will explore jointly with you if there are ways in which the job can be changed to enable you to meet the requirements.

DBS: This role requires a Basic DBS.

Interview Arrangements: During this time, our priority for all of our recruitment activity is to make sure our applicants, hiring departments and new starters are informed, safe and supported. Careful and thorough consideration will be given to interview arrangements and for any essential in-person recruitment, we will ensure this is held in a suitable, secure setting with additional arrangements to ensure any current safety requirements are fully adhered to.

Salary: Salaries advertised are for a standard working week of 35 hours unless otherwise stated. Please use this 'Salary Calculator to help you calculate a pro rata salary.