Contract: Permanent
Hours: 37 hours per week
Salary: Scale 4 SCP7-11 £25,584 - £27,269 per annum
Closing Date: 19th January 2025
We have a fantastic opportunity available in the Customer Services Team at Fylde Council. This role involves working in a small team in a busy, fast-paced environment assisting the council’s customers across a number of contact channels, and covers a wide variety of council services. If you have a proven track record of delivering excellent customer service across a range of contact channels in a busy, challenging environment, this is the role for you.
The council operates in a constantly changing dynamic environment and the customer services team act as the first point of contact for all council services, aiming to deal with 90% of all enquiries through all contact channels.
If you have proven experience of working in a customer focused environment and are looking for a new challenge, we want to hear from you.
Job Description
As a Customer Service Specialist you will:
* Work in a busy, challenging, call centre environment.
* Work on the Customer Services counter to assist face to face customers with a number of enquiries in relation to a wide range of council services.
* Fully resolve customer’s enquiries relating to all council services, by taking ownership, making decisions and taking the appropriate action.
* Use a range of IT systems to process information received by customers in relation to Council Services.
* Identify and resolve reoccurring customer service issues, recognise trends and suggest solutions for service improvement.
The successful applicant
We’re looking for an individual who:
* Is computer literate with the ability to understand, interpret and update a large range of IT systems in relation to customers’ enquiries.
* Has the ability to adapt behaviour in response to customer’s needs.
* Has the ability to deal with potentially contentious issues, appropriately react to pressurising situations and deal with potential conflict; both over the phone and face to face.
* Will make unprompted extra efforts to satisfy customer needs and de-escalate potential complaints by working as an excellent team player.
* Has the ability to respond to ongoing service changes within the organisation and adapt accordingly, whilst maintaining a high level of customer service.
What we have to offer
* Up to 29 days annual leave, plus bank holidays
* Based at the Town Hall along St Annes Promenade. Enjoy beautiful summer walks and lunch by the beach
* A great work-life balance with flexible working arrangements
* Healthy workplace initiatives including discounted gym membership
* Attractive pension scheme
For full details, please see the attached job description and person specification.
For more information about the role, please contact:
Rachael True, Customer Services Manager Rachael.true@fylde.gov.uk
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