Customer Service Contact Centre Officer

1. Be valued
2. Be supported
3. Be able to contribute to the running of my team
4. Be trained and developed appropriately
5. Be treated with dignity and respect
6. Be consulted on change
7. Enjoy work life balance
8. Have a healthy and safe working environment

I have a responsibility to:
1. Be customer focused
2. Be a team player
3. Develop the skills to carry out my job
4. Perform to the best of my abilities
5. Promote the Borough Council
6. Participate in improving services
7. Raise any concerns early
8. Support service provision to meet the Council's vision and plans
9. Treat people with dignity and respect

We will do this by:
1. Accessibility to flexible working arrangements where possible
2. Arranging appraisals (including half yearly review)
3. Providing enough time, resources and training to do the job
4. Performance management
5. Having training plans
6. Learning from mistakes
7. Listening to and learning from staff suggestions
8. Effective performance management, Where possible, we will include the planned interview date in the job advert so that you can make arrangements in advance to attend the interview or selection process.

When you visit us, you can expect a panel interview using structured interview questions. Depending on the post you are applying for, you may also be asked to undertake another form of assessment, such as a written test or a presentation. You will also be required to bring proof of your identity. All the details about the interview will be provided beforehand in your invitation.

Following the interview, we will let you know if you have been successful or not. We aim to do this within 48 hours or as soon as possible after that. You will be able to request feedback should you wish to do so.

Learning & Development

The Council is committed to investing in its people. We are fully supportive of developing our employees to their full potential, which enables them to make a positive contribution to the effectiveness of our services.

Right at the beginning of your employment, your manager will take you through a comprehensive induction. At this stage, any training and development needs will be identified. You will also have your own plan, which your manager will support and monitor with you (through the Supported Introduction to Employment process).

The development doesn't stop there, however. It's ongoing throughout your employment. Training and development needs are identified through the Council's appraisal scheme. At these appraisals, both you and your manager will identify the most appropriate activity to meet your development needs. This could include course-based training, vocational programmes, seminars, conferences, reading, planned work experience or on-the-job instruction.

Benefits & Rewards

We offer all employees the option of joining the Local Government Pension Scheme.

The standard full-time working week is 37 hours. The Council also has a flexi-time system that gives those employees that qualify some control over the hours that they work. Where it's practical, we also offer various alternative working arrangements such as part-time working, term-time only contracts, homeworking and compressed working hours.

We work closely with the trade unions and consult widely in matters affecting employees, in relation to both terms and conditions and in developing policies and procedures. Information on how to become a union member is on the employee intranet site.

Both unions and management are committed to providing a good and safe working environment by agreeing local procedures and by providing an occupational health service. From time to time, we will run events promoting healthy lifestyles. Where necessary, we will also provide a free counselling service.

A generous relocation package is available to eligible employees, who need to move home as a result of accepting an appointment. The scheme provides help towards removal expenses, legal fees, estate agent fees, disturbance expenses and additional accommodation costs.

Other eligible benefits are maternity leave above the statutory requirement, childcare vouchers, and an assisted car purchase scheme.

Armed Forces Covenant

We are proud signatories of the Armed Force Covenant and actively work to ensure that we continue to deliver on our commitment as stated in the Covenant. In 2018 we were awarded the Armed Forces Employer Recognition Scheme Silver Award. We have a range of internal processes and policies to support our Armed Forces Communities.

Working in the Contact Centre is a busy and demanding role which requires the ability to deal effectively with customer enquiries for all council services via the telephone. The role includes face to face interaction with Officers working for periods of time on our Virtual Reception Desk and brief exposure to email, social media contacts and web chat. The aim of the service is to resolve customer queries at the first point of contact. This is a fast evolving working environment where changes take place at short notice so the ability to adapt and learn as you work and to demonstrate a flexible and positive attitude to change is essential. The role requires being able to use multiple software applications and to be able to talk and type simultaneously. High levels of accuracy of data input are also required.

With experience of working within a customer service environment as part of a dedicated team, you will ensure the delivery of a first class and professional front line service. You will have excellent communication and listening skills, the enthusiasm to provide exceptional customer service and the ability to work efficiently under pressure. Educated to GCSE level or equivalent, you will be an excellent communicator with first rate IT skills and the ability to relay complex information in a customer friendly way. Whilst a 'can do' attitude is essential, full training will be given.

Working for us

North Warwickshire Borough Council is a small authority, but we offer a rich variety of rewarding roles.

Our employees are committed to serving the whole community. Everyone's contribution is valued and staff at all levels get the opportunity to contribute to working groups that make a difference for our staff and the community we serve. We have an agreed staff charter, which lays out how we work.

The Council offers an excellent employment package with flexible working, including remote working opportunities, Local Government pension scheme and generous annual leave entitlement.

The post is subject to the requirements of the HMG Baseline Personnel Security Standard check, which involves a basic DBS Disclosure satisfactory to North Warwickshire Borough Council, and as such, appointment will be conditional upon the receipt of a satisfactory response to a check of criminal records via the Disclosure & Barring Service, before the appointment is confirmed. A Basic check will contain details of convictions and conditional cautions considered to be 'unspent' under the terms of the Rehabilitation of Offenders Act 1974.