A bit about us:
Liverpool is home to vibrant, energetic and engaged communities, people who take real ownership of their local area and are passionate about making our city a better place. We've got ambitious targets to meet by 2025 and we need people who are driven, dynamic and ready to deliver the very best for our communities. Public service is more important than ever, and this role represents a real opportunity to make a difference to our communities by transforming the way we work and placing our residents at the heart of everything we do.
Working at Liverpool City Council provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.
We are proud of our world-famous thriving city with its rich culture, affordable housing, stunning waterfront and our beautiful green spaces – there’s really something for everyone!
The Role:
Customer Service Advisor will provide advice and information in relation to all city council and partner agency services in the corporate contact centre.
Each Customer Service Advisor will own individual enquiries, complaints, and customer requests through to resolution.
You, Customer Service Advisor will contribute to the process of continually improving Customer Access to quality, cost effective services
As the Customer Service Advisor, you will provide first contact resolutions to our city’s residents and customers through the Contact Centre and e-Contact always maintaining the highest standard of customer service
Our Customer Service Advisors will be required to be fully proficient in all aspects of those services delivered through the Liverpool City Council Contact Centre, inclusive of dealing with customer enquiries via multi-channel contact. Full training will be given.
The working hours for the posts are 35 hours per week Monday - Friday (excluding bank holidays) between 8am to 6pm. Work patterns can be changed inline business requirements and notice will be provided for any changes of working pattern in line with corporate policy.
This role requires a Basic DBS and Baseline Personal Security Standard (BPSS). BPSS (Baseline Personnel Security Standard) is the required level of screening for any individuals working with or on behalf of a government department. Basic DBS Contains any convictions or cautions that are unspent.
The interview process will be two stages, successful candidates will be invited to a Contact Centre Telephone Assessment which will be conducted on Teams, should you meet the required benchmark for this assessment you'll then be invited to a face to face interview.
Our offer to you:
At least 27 days holiday rising to 32 after 5 years service.- option to purchase further days
Agile working - A “Flexibility First” approach to Agile working where flexibility is the norm rather than the exception.
Part of the Local Government Pension scheme – option to join the AVC scheme-
Progression - opportunities and training through a wide range of high quality learning
Health and Wellbeing - offer including Employee assistance programme
Cycle to Work and Travel Pass Schemes
Drive Time – a salary sacrifice car lease scheme
Family friendly policies with enhanced leave
Discounted Gym Memberships
Employee Volunteering Scheme
Medicash
Next steps:
Closing Date for this role is: midnight Wednesday 5th March 2025.
If you would like to talk to a member of the team about the role or have an informal discussion, please contact Amy Keane via email amy.keane@liverpool.gov.uk
Liverpool City Council is committed to fostering a workforce representative of the communities we serve. As an Equal Opportunities Employer, we believe in appointing candidates based on their skills, experience, qualifications, and abilities. To support this commitment, we guarantee an interview to candidates from under-represented groups who meet the minimum essential criteria for the role.
If you require any reasonable adjustments in line with the Equality Act 2010, such as an application form in a different format or additional time to complete your application, please contact us at recruitment@liverpool.gov.uk
Although we advertise on Jobs go public, and other websites, your application process will be directed to our Tribepad system. Please note that all communication regarding your application for this post will be sent to the email address that you have registered on Tribepad, including your invite to interview if you are shortlisted. Please check your emails regularly, including Spam/Junk, after the closing dates for notifications. Please ensure you complete your full profile, work and education history in Tribepad.
We reserve the right to close vacancies earlier than the specified date should we receive sufficient applications. If interested, please complete an application as early as possible.
Applicants to go to website for job details and a candidate pack.