Customer Service Centre Advisor
Delivering customer service when it’s needed most.
In Kensington and Chelsea, we put local people and local businesses at the heart of decision-making, working in partnership with them to provide quality services that are responsive, effective and efficient. We are committed to ensuring our communities can access the support they need, when they need it.
These are challenging times for the communities of Kensington & Chelsea and they need our help and advice more than ever. From homelessness to parking, council tax to social services, our Customer Service Centre and Contact Centre are their first point of contact. During the pandemic, we’ve had to think of new ways of delivering customer services, particularly for our more vulnerable residents.
Your customer service skills will be vital in supporting residents through the pandemic and beyond. You’ll join a close-knit team that deals with a wide range of queries by phone and email. (Face-to-face contact is currently limited but will increase once Covid-19 restrictions are lifted.) You’ll also carry out some basic administration such as processing parking permits. No two days are the same as we deal with such a wide variety of issues, some of which can be sensitive or difficult. And, with increasing reliance on IT systems, we are frequently working with residents to guide them through online processes.
For more information on the role, please see the Job Description
Success depends on being a ‘people person’ with good communication skills and high levels of empathy, tact, patience and professionalism. Experience of working in a busy customer-focused environment is essential, and you’ll be used to resolving complex queries. Self-motivated, with plenty of initiative, you’ll be calm under pressure, quick to learn and ready to adapt to a fast-moving situations. If you already have knowledge of local authority services, so much the better. However, we also prioritise your development and offer a wide range of training opportunities. Given how much of our work is currently online, good IT skills (MS Office) are vital.
In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme and a generous annual leave plus bank holidays.
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.
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.