Job Details:
Salary range: GBP 33,291 : GBP 42,861 per annum
Work location: Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP
Hours per week: 36
Contract type: Temporary up to 12 months
Closing date: 22 December 2024
Contact details for Informal discussion: Mohamed Sheikh:Mao, Senior Contact Centre Manager is Us:
THE EXTRAORDINARY STORY OF LISA'S DRIVE
Housing and Commercial Partnerships in Westminster City Council is a world of extraordinary stories. Where reactive and passionate people are dedicated to enhancing services and creating real connections.
Take Lisa for example. The impact she's had at her contact centre is remarkable. During Covid:19, Lisa focussed on increasing the coaching and support her staff received. This led to an interaction with a grieving resident who had lost his wife. Lisa's training allowed the Customer Service Advisor to help the resident by opening up about their own experience. The conversation was so impactful that the resident even sent flowers to say thank you. It's no surprise that Lisa runs a multi award:winning contact centre that's now recognised across Europe.
The Role:
As a Contact Centre Advisor, you can make your own powerful contribution. When someone gets in touch with our Housing contact centre, you'll be the friendly person they're glad to chat with. You'll be the one who listens carefully to their questions and provides the answers they need. If they're confused, you'll provide clarity. If they're frustrated, you'll focus on solving their problem. Put simply: whatever kind of day they're having when they make contact, you'll help to make it a better one.
Ours is a modern contact centre, so you'll manage all kinds of contact : from phone to face:to:face, from email to social media and web chat. You'll bring the same high standards of professionalism, empathy and courtesy to all channels and every interaction. Because you're here for customers, whether they need to make a complaint, learn something, or connect with a service. Making the most of every opportunity to develop your knowledge and skills, you'll do your best to be the one who resolves every enquiry first time.
If you have ideas about how we can improve our processes and respond better to the changing needs of our organisation and communities, you'll find we're more than willing to listen to you. What's more, we'll help you develop and grow as part of a dynamic team where ambition, diversity and creativity are celebrated.
Please refer to the
Job Description for more information.
About You:
Experience of working in a housing management or public sector environment would definitely be a bonus. We'd certainly prefer you to demonstrate experience of delivering excellent customer service in a fast paced environment. The ability to deal patiently and calmly with challenging customers and resolve their concerns will be a real advantage.
As our contact centre is a target:driven environment, we'll expect you to be able to prioritise your own workload productively. Good keyboard skills will equip you to keep clear and accurate records of conversations and outcomes, so we can help customers even better in the future.
What We Offer:
Westminster is an amazing place. We are home to more than 200,000 residents from all backgrounds, over 50,000 vibrant and vital businesses and three:quarters:of:a:million people work in Westminster. Westminster City Council's strategy is to work towards a Fairer Westminster. A Fairer Westminster is one in which our communities are at the heart of our decision:making and help to determine the city's future. By working directly with our communities and other partners, we can build a more inclusive city that celebrates our diverse communities, and where residents, workers and visitors from all backgrounds will feel welcome and safe.
At Westminster City Council, we pride ourselves on being an inclusive workplace and employer of