Customer Service Advisor

Witney

Permanent - 25 hours per week, Monday to Friday 9 am to 2 pm 

We are currently seeking a dedicated and enthusiastic Customer Service Advisor to join our team.

As a Customer Service Advisor at Publica, you will play a pivotal role in providing exceptional customer support and maintaining strong relationships with our valued customers. Customer service is the first point of contact, processing and resolving enquiries. We cover a wide range of council services via various channels.

To succeed in this challenging role, you must be able to demonstrate the skills necessary to work under pressure within a fast-paced environment, using multiple systems. 

With a strong commitment to customer satisfaction, we strive to deliver the highest level of service, ensuring a positive experience for every customer.

You will be part of an engaging supportive team and will receive all the training and support needed to carry out this role to a high standard. If you have a positive attitude and are keen to deliver excellent customer service, we would love to hear from you.

Responsibilities…

• Respond to customer enquiries and provide accurate and timely information regarding our services
• Handle customer complaints and resolve issues in a professional and efficient manner
• Maintain a high level of product knowledge to address customer queries effectively
• Collaborate with other team members to ensure a seamless customer service experience
• Provide exceptional support to customers via phone, face to face, email, live chat.
• Ensure customer satisfaction by going above and beyond to meet customer needs and Publica values
• Keep detailed records of customer interactions

You will need…

• A minimum of 5 qualifications equivalent to NVQ level 2 or GCSE at Grade C/4 or above, must include Maths and English
• Outstanding ICT and keyboard skills with the ability to simultaneously use multiple systems and screens at a fast pace.
• Excellent active listening skills that demonstrate a customer focus and understanding and have the ability to interpret customer requests for information.
• Previous customer service experience ideally in a call centre though not essential.
• To have the ability to multitask and demonstrate good communication and organisational skills.

For more information about this role please see the Job Description/Person Specification.

Special Conditions…

• BPSS
• Ability to travel

Who are we… 

You will be employed by Publica Group Ltd which was created by four partner Councils (West Oxfordshire District Council, Cotswold District Council, Cheltenham Borough Council and Forest of Dean District Council) to deliver more efficient and improved services. 

Publica is a unique place to work – we’re a local government organisation with a twist! Publica wants to transform the way local services are delivered. To help do this we have started to fundamentally rethink the way we design our services in the digital era so that Publica is a customer focused organisation driven by real user needs.

What can we do for you… 

• Flexible working arrangements (depending on the role)
• 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
• Health cash plan giving you cash back on health, dental and eye care
• Pension scheme with a good employer contribution of 5% of your earnings
• Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues
• Cycle to work scheme
• Salary sacrifice car lease scheme with huge tax and NI savings to be made on electric cars
• Access to digital financial advice (covering your pension scheme, mortgages and other finances)
• Generous sickness cover above statutory entitlements
• Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury
• Life assurance, currently four times your annual salary

These are just a handful of the benefits that you can enjoy when you join us!

To apply for this position please click on "apply now" within this page to complete an application form and supporting statement together with your CV. Please tell us about your skills, knowledge, qualifications, experience and how they meet the criteria listed above and in the job description/person specification. It’s important that we’re a good fit for each other, so let us know what’s important to you and why you want to work for Publica Group Ltd.  Your CV will not be available to the hiring manager unless you are shortlisted for interview to assist with our non-biased screening process so please ensure you complete the application form in full.

It is important that our staff reflect the diversity of our community, and we therefore welcome and encourage applications from people of all genders and sexual orientation, those from Black, Asian, and other minority ethnic backgrounds, and those with disabilities.

Accredited of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy/ies - Please state this within your covering statement or in a separate email. 

Safer recruitment practices are applied to all job vacancies. Successful candidates will be required to complete a pre-employment medical questionnaire; provide references;  proof of identity; nationality and immigration status; three years’ employment or education history (if applicable) and, in some cases, verification of criminal record.