Contact Centre Advisor

1. We are looking to recruit an enthusiastic Contact Centre Advisor to join our Customer Contact team.
2. As a Contact Centre Advisor you will deal with all telephone enquiries within a high volume contact centre.
3. We provide Generous employer pension scheme, Cycle to work scheme, Learning and development and much more.

Job Purpose

To be a member of the Corporate Customer Services team who provide a courteous, efficient and effective service to customers.

To deal with all telephone enquiries within a high volume contact centre and provide a satisfactory response to customers.

To provide a high quality information and advice service to customers in accordance with Council policy and strategy relating to customer care.

The post holder must deal with clients in a caring manner, displaying empathy and compassion and provide a degree of counselling. Support and solutions to problems need to be adapted to suit the individual customer’s requirements and needs.

Duties and Responsibilities

• To be the first point of contact for telephone and digital enquiries.
• To actively resolve general enquiries.
• To assess and prioritise enquiries and identify appropriate responses.
• To be aware of other services which may be associated with the enquiry subject and offer additional information or services as relevant.
• To receive and be responsible for payments made in respect of money owing to the Council via telephone enquires
• To have a thorough knowledge of Council Services.
• To maintain an up to date working knowledge of the ‘products’ delivered through the contact centre.
• To ensure that all aspects of the service are carried out in accordance with current corporate and service legislation, regulations, recognised best practice and to achieve specified performance targets.
• To maintain good working relationships with other colleagues and divisions of the
• Council and outside organisations, on all matters that relate to customer service.
• To assist in monitoring customer interactions and direct customer feedback on the standards of service delivered by the Section.
• To assist in the efficient use of computer systems for the service
• To accurately extract and record relevant details of enquiries to the Corporate Records Management System (CRM) to aid the monitoring of management information.
• To deal with difficult customer issues, resolving complaints from customers and liaising with other service areas to respond to service failures and complaints effectively
• To actively participate in and contribute towards Team Meeting
• To actively engage in the cross training of contact centre tasks and training courses relating to the contact centre
• To be flexible in terms of working hours as allocated via a rota basis to cover service requirements
• At all times be an ambassador for Customer Services, and Ceredigion Council, by assisting communications and/or liaison with staff in service departments, senior management, Local Members, members of the public and other agencies.