Our Customer Contact team, based at City Hall in the heart of Norwich, take huge pride in helping our city’s residents, businesses and visitors. The team manage thousands of queries on varied topics such as Council Tax, Benefits, Council house, parking and environmental health. Lots of our customers access services online, but when they need more assistance, you’ll be the first one they contact by telephone, email or face to face. Customers expect great service so you’ll do well if you enjoy talking to a wide range of people, can see things from our customers’ point of view and are determined to get things right first time, every time. You’ll be joining a large friendly team where there is always something new to learn.
You should have experience of working in a fast paced, customer-focused environment. The team deal with and log queries, whilst actively listening and looking up answers, so you should be great at handling multiple software packages at once and be able to think on your feet. From time to time, you will also encounter people with disabilities, speakers of foreign languages or people who are upset, so you will need to be patient and understanding with frustrated, worried or confused callers and able to diffuse rather than inflame any heightened emotions.
We strongly value diversity and strive to provide an inclusive working environment where everyone can thrive and is engaged and happy at work. We offer opportunities to everyone and judge each application on merit but are also keen to improve the ethnic diversity of our workforce.
Why work for us
Our council is full of people who have chosen to work in local government because they want to help others and make a difference to their lives or the environment in which local people live.
To find out more about working and living in Norwich, visit Home | Work in Norwich.
The council has a long and proud history of being a council that is keen to push the boundaries of what a district can achieve. To find out more about what it is like to work in local government, visit Working in local government - #LocalGov Careers - Youth Employment UK.
We offer our employees a competitive pay and benefits package. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
Norwich City Council offers the opportunity to work with great people who are passionate about promoting Norwich and the services the council provides. We also offer good career prospects with competitive rates of pay, generous holidays and working arrangements to suit all lifestyles.
Equal Opportunities Policy
The council is committed to a policy of equality opportunity in employment, in recruitment and the services we provide. Applications are considered on the basis of their suitability for the post regardless of sex, gender reassignment, race, ethnic origin, disability, age, marital status, domestic responsibilities, sexual orientation or religious affiliation. People with disabilities are guaranteed an interview provided they are suitably qualified and/or experienced.
Candidates will be considered for shortlisting on the factual information on their application form. Therefore it is important to give as much detail as possible including information about experience gained outside employment.
Benefits
We offer our employees a competitive pay and benefits package and are proud to have the Living Wage accreditation. Whether you’re looking for a new career, promotion, flexible working opportunity to fit with your home life or a sideways move – we have a variety of challenging employment opportunities for everybody.
* All employees are eligible to join the Local Government Pension Scheme (LGPS)
* Paid holiday entitlement starts at 26 days per annum and increases with length of service to a maximum of 33 days per annum. This is pro rata for part-time employees
* In addition to the statutory public holidays, we grant an additional statutory day leave at Christmas
* Norwich City Council supports its employees through the provision of occupational health and employee assistance support
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