Job Introduction
Do you thrive on delivering excellent customer service and making a real difference every day? Do you enjoy injecting your excellent interpersonal skills to build relationships with customers to provide the service they deserve?
Then read on to learn more about our exciting role on offer!
You will join our vibrant, welcoming and supportive Contact Centre team who are proud of the high level of service we provide for our customers.
We are a people business – excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate. We aim to meet customer needs by giving consistent information, advice and support at their convenience. Our customer model is built on the following principles
• A service that offers ease of access and intuitive navigation
• Consistent and high-quality contact management
• A service driven by customer insight and demand analysis
• A service that is delivered through appropriate delivery channels
• A service which has resilience and scale
• A service that is efficiently delivered
Main Responsibility
As the first point of contact for our customers, you will use your excellent communication skills and professional and friendly manner to support customers with queries or complaints.
You will also be:
- taking a high number of calls per day, assisting members of the public in a range of services which may include Adult Social Care and Adult Safeguarding and Children's. Services
- required to listen, probe and investigate enquiries to determine the underlying needs of the customer, escalating queries where necessary.
- required to work using your own initiative and judgement as well as work effectively as part of a team.
- developing and maintaining a strong level of knowledge regarding processes and policies.
The Ideal Candidate
For this role you'll:
- have experience of working in a busy Contact Centre
- be passionate about delivering the best customer service possible
- be able to use own judgement to resolve queries and complaints quickly and effectively
- have excellent listening skills and an empathetic approach when addressing issues or complaints
- be self motivated and able to work under pressure
- be able to contribute new ideas to help deliver personal and team performance
For further information about this role please email Charlotte Pinks, Team Leader - charlotte.pinks@staffordshire.gov.uk
Interviews to be held: Week commencing 13 January 2025.
About Staffordshire County Council
We are no ordinary county council:
Our Values:
The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.
Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy:
We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.
We look forward and race ahead - that goes for your career too.
Our benefits:
We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance.
In addition to your salary, as a member of staff, you will have access to Our rewards and benefits - Careers at Staffordshire
Our recruitment process:
As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment.
Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all background and communities
As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.
Attached documents
