Job info |
Job info details |
Job title |
Customer Service Advisor |
Strategic team/Directorate |
Adult and Customer Services |
Service |
Community & Customer Services |
Business unit |
Customer Services |
Responsible to (day to day issues) |
Team Leader |
Accountable to (line manager) |
Team Leader |
Salary grade |
E |
JE ref |
CUST04 |
1. Key purpose of job
- To work as part of a team to provide an effective and efficient front line first point of contact for Torbay Council within the Customer Services Department for the following service areas, Registrars, Elections, Housing, Housing Benefits, Council Tax, Corporate Debt, Business Rates, Highways, Natural Environment, Parking, Community Protection and General Council enquiries.
- To receive and respond to enquiries received by telephone, face to face, web contact, social media and in writing, in a professional way that promotes accuracy, clarity, and resolution at the earliest opportunity. Supporting the organisations service priorities, while maintaining a high level of customer satisfaction. Using technology and own comprehensive knowledge of Council Services to assist in achieving positive outcomes and resolving customer enquiries.
- Effectively and efficiently maintain and updating information held by the Councils’ systems including Customer Relationship Manager (CRM), Housing Benefit, Council Tax, Corporate Debt, Business Rates and Elections.
- To work within government legislation covering Council Tax, Business Rates and Housing Benefits, Housing, Elections, Registrars and to adhere to Torbay Council policies.
- To provide professional and efficient support, advice, and guidance daily to all service areas and outside agencies, to allow these departments and organisations to carry out their duties effectively.
2. Anticipated outcomes of post
- Working as part of a professional team of customer service advisors delivering first class information and advice provision through own knowledge, training, and technology to answer any enquiry pertaining to Torbay Council or its partner organisations whilst adhering to Torbay Council’s core values and behaviours.
- To record and update accurate information when dealing with enquiries relating to Benefits, Council Tax, Business Rates, Registrars, and Parking which will enable effective updating and income collection for the Council which allow delivery of services to Torbay residents.
- To deal with recovery enquiries investigating and using negotiation skills to maximise income collection through Council Tax and Business Rates.
- To support and embrace Torbay Council’s core values of being forward thinking, people orientated and adaptable – always with integrity.
3. List key duties and accountabilities of the post
- To be able to gain knowledge and process enquiries supporting the following service areas, Registrars, Elections, Housing, Housing Benefits and Council Tax, Corporate Debt, Business Rates, Highways, Natural Environment, Parking, Community Protection, and general Council enquiries.
- Deliver customer services via telephone, face to face, digitally and social media. Including Main Council Switchboard and Reception. Respond to enquires through social media, email, in writing, web forms, telephone, and face to face.
- Use own initiative and specialist knowledge to source information to assist and resolve customer enquiries supporting other department and where possible resolving customer enquires at first point of contact. If unable to, then to signpost and or route to team who can further assist.
- Make own decisions on when referrals are needed on complexity of enquiry or situation – e.g., suicide, homelessness, death registration. Identify vulnerable clients who require additional support due to their circumstances, e.g., elderly, disabled, illness, housebound and utilise the visiting team where appropriate.
- To attend and participate in team meetings, 121’s and appraisals, training and development courses within Learning and Development plans set, meeting service level targets, and to identify and contribute towards service and personal development and improvement.
- Taking payments for a variety of service areas, contributing towards income generation for the authority . To set up, process and maintain direct debit and customers bank details in accordance with banking regulations.
- Follow set guidelines, processes, and procedures. Using own decision making to assess when an account or claim requires suspending and updating.
- Contribute to the identification and implementation of customer services improvements.
- To ensure that Data Protection legislation and Customer Confidentiality is always adhered to.
- Ensure that any requests made in accordance with the Freedom of Information act are identified and responded to in line with council policy.
- To acquire and maintain an up-to-date knowledge of service and legislation changes for all service area departments through training including Registrars, Elections, Housing, Housing Benefits and Council Tax, Corporate Debt, Business Rates, Highways, Natural Environment, Parking and Community Protection. Such as attending courses, workshops etc and working in other areas of the Council and their partner organisations.
- Prioritise and organise own workload whilst adhering to rota duties, lunch breaks and working patterns to ensure business objections are achieved and customer requirements are met, whilst being fully aware at all times of the team, section and any personal targets and objectives. This includes ensuring online, telephone and social media enquiries are responded to in advertised time scales. This will include identifying enquiries that need to be escalated to Team Leaders.
- To have the ability to fully resolve customer conflict by remaining objective in situations that may be challenging. To have the skills and knowledge to investigate and support the Recovery Department with negotiating and discussions on outstanding debts owed to the Council.
- Handle complex enquiries regarding housing standard and homelessness. Supporting the service and the customer to prevent cases of illegal eviction and potential homelessness. To signpost to external agencies who can provide advice and support, e.g., Citizens Advice and Age Concern.
- Scanning, indexing, and checking of original documents to support the Housing Benefit department process claims. Maintain stock of relevant application forms for all service areas in the libraries. Complete DWP spotlight checks to assist for audit purposes. Authorise overseas pension checks and assist with all face-to-face enquiries covered by the Contact Centre.
- If necessary be able to challenge information provided to accurately capture customer information. Using own knowledge identify customer needs and supply an appropriate range of options. Using workflow technology to enable the most effective customer journey.
- Promoting self-service and sign posting to additional services both internally and externally.
4. Budgetary/Financial Responsibilities of the post
5. Supervision/Line Management Responsibilities of the post
6. Working environment and conditions of the post
- Normal office environment with the option of hybrid or working from home dependant on service need.
7. Physical demands of the post
- Normal physical effort associate with office working.
8. Specific resources used by the post
- Laptop, dual monitors and headset.
9. Key contacts and relationships
- External:
- Residents and visitors of Torbay, other Local Authorities, Police, tenants & landlords, Local businesses, NHS Care Trust, Coroner office, Age Concern, HMRC, Charity and support services, Jobcentre plus, The Pension Service, Inland Revenue, Valuation Office, DWP.
- Internal:
- Benefits, Council Tax, Corporate debt, Business rates, Registrars, Parking, Housing Options, Councillors, Planning, Highways, Natural Environment, Elections, Community Safety, Housing standards, Appeals team, Visiting team, Fraud team, Adult Services, Children’s Services, Civica, IT, Communications team, Web and systems, welfare support, RSI team, SWISCO and other Council departments.
10. Other duties
- To undertake additional duties as required, commensurate with the level of the job.
Other Information
- All staff must commit to Equal Opportunities and Anti-Discriminatory Practice.
- The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement.
- The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
- The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
- This post is office based at the Town Hall, but the post holder may be required to move their base to any other location within the Council at a future date.
- The post is eligible for both hybrid and permanent home working.
- The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
- If you are required to access a government system such as HMRC, DWP or The Public services network (PSN) as part of your role with the Council you will be required to complete a basic disclose with your line manager before you can access these systems. Your manager will be required to complete a verification form that confirms your identity, nationality and immigration status, employment history and unspent convictions (third party).
- You will be asked to complete a Criminal Records Self Declaration Form. Criminal convictions will only be taken into account when they are relevant to the post. You will only be asked to disclose ‘unspent’ convictions.
- As this post meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, all applicants who are offered employment will be subject to a criminal record check (Disclosure) from the Disclosure & Barring Service before the appointment is confirmed. This will include details of ALL cautions, reprimands or final warnings as well as convictions, whether “spent” or “unspent”. Criminal convictions will only be taken into account when they are relevant to the post.
- Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
- The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures.
- As this post meets the requirements of the Immigration Act 2017 (part 7) the ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.
Person Specification
Note for Candidate
All Candidates
The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement.
In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.
Candidates who consider that they have a disability
Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.
If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.
Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.
If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.
Job info |
Job info details |
Job Title |
Customer Service Advisor |
Strategic team/Directorate |
Adult and Customer Services |
Service |
Community & Customer Services |
Business unit |
Customer Services |
Skills and effectiveness
Essential skills and effectiveness
- Use of Customer Relationship Management system (CRM).
- Effective communication and listening skills to communicate information and advice.
- Effective negotiation skills.
- The ability to handle regular change effectively.
- To demonstrate empathy, initiative, and integrity.
- To be adaptable and flexible
- To be able to use own initiative and use own discretion and judgement.
- Proven ability in gathering, interpreting, explaining, associating, and applying information to meet customers’ needs.
- The ability to establish, maintain and develop effective working relationships with all Torbay Councils customers including, service users, delivery partners, council members and colleagues.
- Ability to use standard computer applications and a willingness to acquire new skills to support service need.
- Ability to multi-task, prioritize, and manage time effectively.
- Demonstrate confidence, self-motivation, and own initiative to answer enquiries.
- As this post meets the requirements of the Immigration Act 2016 (part 7), the ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.
Desirable skills and effectiveness
- Use of Civica Open Revenues and W2 360 Civica.
- Use of Electronic Document Management Systems including scanning and indexing.
Knowledge
Essential knowledge
- An up-to-date knowledge of IT systems including all Microsoft applications.
- Experience of working in a team environment to provide a high standard of Customer Service through methods such as face-to-face contact, telephone, email, social media and in writing.
- Experience in gathering and using information to meet customer’s needs.
- Awareness of the services that Torbay Council provide to the local community.
- Knowledge and understanding of the Data Protection Act and able to take appropriate action if breaches identified.
Desirable knowledge
- Understanding of welfare benefits.
- Knowledge of the debt collection process.
- Knowledge of Council Tax, Benefits & Business Rates.
- Knowledge of homelessness issues.
Experience and achievements
Essential experience and achievements
- Experience of delivering high level of customer service in a customer service environment.
- A commitment to working in a way which promotes equal opportunity.
- Effective literacy.
- Excellent keyboard/Telephone and numeric skills.
- Dealing effectively with a wide range of external customers and colleagues.
- Experience of working in a multi-disciplined role.
Desirable experience and achievements
- Experience of working in an environment involving debt collection.
- Experience dealing with challenging and complex enquiries.
Qualifications/professional memberships
Essential qualifications/professional memberships
- Educated to GCSE C or above standard or equivalent (to include English and Maths).
Desirable qualifications/professional memberships
- A customer care or equivalent qualification such as an NVQ.
- ECDL or similar ITC equivalent.
Other requirements
Other requirements of the job role
- Demonstrates a commitment to safeguard and promote the welfare of children and young people.
- Ability to travel efficiently around the Bay/Southwest/UK in order to carry out duties.
- Ability to accommodate unsociable hours.
- Ability to accommodate occasional/permanent homeworking.