Customer Service Adviser
| Posting date: | 08 April 2025 |
|---|---|
| Salary: | £24,404 to £28,163 per year |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 07 May 2025 |
| Location: | County Hall, Oxford, OX1 1ND |
| Company: | Oxfordshire County Council |
| Job type: | Permanent |
| Job reference: | OCC/TP/998/839 |
Summary
About Us
We are looking for acommitted andenthusiastic person to work for the Customer Service Centre in Oxford. The Customer Service Centre is the front door to many services Oxfordshire County Council offer and you will be joining us at an exciting time as we support Oxfordshire County Council's move to deliver services digitally and ensure the right levels of assistance are in place to support our customers.
Customer Service Advisers are the first point of contact with members of the public, partners, agencies and other teams and services, handling enquiries via a variety of channels and signposting to information and services appropriately.
About the Role
The job holder will be first point of contact with members of the public, partners, agencies and other OCC teams and services.They will be expected to deliver an efficient and effective service to customers whilst maintaining high standards of customer service.
This post holder is responsible for ensuring that all relevant County policies and procedures are adhered to and concerns are raised in accordance with these policies.
Duties answering customers enquiries by phone, using a headset and laptop, email, and social media.Processing customer applications for our services and assessing their eligibility for them against a range of statutory duties, guidelines and Council policies.Looking up information for customers on computers and either resolving their enquiries or providing them with other sources of information as necessary. Searching, reading and entering customer details and enquiries into a range of database systems.
About you
- Effective listening & verbal communication skills with a wide range of people and the ability to deal empathetically with difficult or upsetting conversations whilst remaining professional.
- Demonstrated ability with regards to computer skills, including excellent work processing capabilities, proficiency with email, internet applications, databases and MS office.
- Ability to produce written reports to a high standard.
- Genuine interest and desire to help others and anunderstanding andempathy towards the needs of others.
- Ability to operate with integrity showing an openness to learn from feedback.
- Previous experience of call centre environment.
Our Rewards & Benefits
- Culture of flexible working
- Technology to support agile working where role permits
- 24 day’s holiday p.a. plus bank holidays
- Option to ‘buy’ additional holiday
- Employee Assistance Programme including access to health and wellbeing support
- Membership of the Local Government contributory pension scheme, with an employer’s contribution of up to 19.9%
- Enhanced family friendly policies
- Local and national discounts for shopping and travel
- Great learning and development opportunities to support your ongoing development.
Ourcommitment to:
Equality, Diversity and Inclusion
At Oxfordshire County Council we are proud of our diverse workforce.Everyone is accepted for who they are, regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, or on maternity or family leave. We have a number of staff network groups which provide peersupport, education and safe spaces for all.
Ourcommitment to:
Guaranteed Interview Schemes
As a Disability Confident employer, we guarantee an interview for disabled applicants who meet the essential criteria for the job.We also guarantee interviews to care leavers who have completed further education and who meet the essential criteria for the job. For those leaving care without any further education, we guarantee an interview for our apprenticeships.We are also committed to helping and supporting those transitioning from HM Armed Forces to civilian life and guarantee an interview for those demonstrating the essential criteria for the role, within three years of leaving the service.
Ourcommitment to:
Safeguarding
Oxfordshire County Council are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect these commitments.
Ourcommitment to:
Flexible Working
We are open to discussions about flexible working, which can include flexi-time, part time working, job sharing, nine-day fortnights and annualised hours, depending on the requirements of the role and the service.
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If you encounter any technical issues with the application system, please contact us at: careers@oxfordshire.gov.uk
Proud member of the Disability Confident employer scheme