Job Details
Pay: £25,583 – £28,142 per annum pro rataHours: 20 hours per week, 13:00–17:00 Monday to Friday
Responsibilities
Working in the Contact Centre is a busy and demanding role requiring the ability to deal effectively with customer enquiries for all council services via telephone. The role includes face‑to‑face interaction with Officers, brief exposure to email, social media contacts and web chat. The aim is to resolve customer queries at the first point of contact. It is a fast‑evolving environment where changes occur at short notice, so the ability to adapt, learn on the job, and demonstrate a flexible and positive attitude to change is essential. The role requires proficiency with multiple software applications and the ability to talk and type simultaneously, with high levels of data input accuracy.
With experience in a customer‑service team, you will ensure the delivery of a first‑class and professional front‑line service. You will possess excellent communication and listening skills, enthusiasm to provide exceptional customer service and the ability to work efficiently under pressure.
Qualifications
Educated to GCSE level or equivalent, an excellent communicator with first‑rate IT skills and the ability to relay complex information in a customer‑friendly way. A ‘can‑do’ attitude is essential; full training will be provided.
Salary & Progression
Starting salary is Scale 5 (£25,583 – 25,989 per annum pro‑rata). Progression to Scale 6 is subject to successful completion of the customer services competency framework.
Benefits
- Generous annual leave allowance (including statutory Bank Holidays and 4 extra statutory days)
- Local Government Pension Scheme, with an employer contribution rate of 22.5%
- Flexible working (including hybrid working) available for certain roles
- Learning and development opportunities
- Family‑friendly policies
- Generous compassionate leave
Other Requirements
The post is subject to the requirements of the HMG Baseline Personnel Security Standard check, which involves a basic DBS Disclosure satisfactory to North Warwickshire Borough Council; appointment will be conditional upon the receipt of a satisfactory response to a check of criminal records via the Disclosure & Barring Service before appointment is confirmed.
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