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Job Details:
Customer Service Adviser - For Internal PCC Employess Only
Reference number:
2154
Group:
Customer Services
Salary:
Band 5 - £16,544 to £19,230 p.a / pro rata
Job Type:
Temporary
Job Hours:
Full-time
Job Hours/Type Notes:
Up to 12 month temporary/secondment opportunity to cover maternity leave.
Location:
Portsmouth
Description:
What is the job?
Acting as the first point of contact for the Council you will be responding to requests for all manner of information, through more than fifteen IT systems.
You will predominantly be dealing with customer enquiries by phone. You will also be involved with Email and face-to-face contact, which will expand as your knowledge and experience increase. This is not a call centre as there are areas that you will be able to own and resolve the issue, in others your responsibility is to locate the relevant contact for the customer, or follow an established procedure and ensure a clean hand over.
The team is also the first point of contact for any major civil emergencies.
Above all the team is leading the delivery of quality customer services and contact throughout the Council ensuring that those that need us can access the service they want directly and promptly.
Who are we looking for?
You will need to demonstrate:
A passion for quality customer service and delivery that is clear and accurate
Experience of working in a customer focussed environment, solving problems and queries effectively.
To enjoy teamwork, to understand what being part of the team really means and how that affects customer service, able to build effective relationships with and be supportive at all times.
That you understand the importance of clear communication, which means what it is supposed to mean, whether it’s a customer, partner organisation or peer.
To be innovative, realise when something is not working, challenge it and be able to draw the team’s attention to it.
Negotiation skills, you need to be able to reach good conclusions for the Council and it's customers.
Experience of change in the workplace, as our service is always changing and moving to meet the demands of the Council and customers.
To be a competent IT user, confident in learning and using new systems
That you are numerate and comfortable working with numbers.
How can you apply?
There is NO application form, we will shortlist for interview / assessment based on the information you provide, so:
Send us your details including:
• Why you are the right person for this job – Remember to demonstrate why you are suitable against each of the points described in ‘who is the person’ above. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. If you are submitting a C.V. please ensure it is tailored to meet this requirement and fully answer all the questions.
• Your full work history, explaining any gaps. Including employers name, address, dates from and to and reasons for leaving. This is a legal requirement for this position.
• The post you are applying for
• Where you saw the position advertised.
• How we can contact you – by telephone and email.
• If applying as a secondment will need permission from your current line manager releasing you for this secondment.
• Please provide details for us to obtain two references. If you are currently working we will need a reference from your current employer and previous employer. If you are not currently working, we will need references from your two most recent employers.
• Please complete the attached ethnic monitoring form.
• Our process can include assessments / testing and interview, Should you be shortlisted we will, in the first instance, contact you by phone to inform you of the next stage, we will at that point discuss with you if there are any disabilities or conditions we need to be aware of.
• If we are unable to contact you by phone we will then use a supplied email address or home address in that order.
• Please also ensure that you include in your application (either by cutting and pasting or copying) the following statement.
Disclosure of relationships (please delete as applicable):
i) I certify to the best of my knowledge and belief, I am not related to, or in a relationship with, any Councillor, or employee of Portsmouth City Council.
ii) I declare that I am related to, or in a relationship with, the following Councillor or employee of Portsmouth City Council.
Name……………………… Position………………………. Relationship…………………
Name……………………… Position………………………. Relationship…………………
Signed…………………………………………... Date……………………………….
Closing Date: 12 August 2010 @ 5pm
Please email to recruitment@portsmouthcc.gov.uk or post to Recruitment, Portsmouth City Council, Floor 1, Core 5, Civic Offices, Guildhall Square, Portsmouth, PO1 2EP.
If you have any queries, please contact us on 023 9268 8536.
Please note that providing false information is an offence and could result in the application being rejected or summary dismissal if you are appointed to the post.
The information you provide will be used for the recruitment of this post only and will be stored for 12 months.
Applications from job seekers who require Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the Resident Labour Market Test. The UK Border Agency requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit UK Border Agency website.
Closing Date:
12 Aug 2010