Customer Service Advisor - Publica Group : Job Details

About the role…

Are you looking for a rewarding position in customer service? In this key role you will provide flexible customer service support working in a busy contact centre, responding to a wide range of customer enquiries on virtually all services provided by the Council.

You'll handle a variety of customer inquiries, ensuring positive and efficient experience for all. Your excellent communication skills and problem-solving abilities will be key to resolving issues and exceeding customer expectations. 

If you’re a problem-solver with great communication skills and the ability to stay calm under pressure, we want to hear from you. Your positive attitude and commitment to going the extra mile will make you a valuable asset to our team.”

This role is Monday to Thursday 08.50-16.45 and Friday 08.50 - 16.30.

• 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 and the ability to simultaneously use multiple Microsoft, Google and bespoke systems
• Evidence of experience in a fast paced, high volume customer focused environment e.g. contact centres would be an advantage but not essential 
• Excellent active listening skills that demonstrate a customer focus and understanding and have the ability to interpret customer requests for information
• The ability to multitask

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

• BPSS

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.

• Agile working allowing a mix of home and office working
• 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
• Renewed again for another year there is a 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 significant tax and NI savings to be made on electric cars
• 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.

Our organisation is committed to safeguarding the welfare of vulnerable adults, young people and children.  Safer recruitment practices are applied to all job vacancies 

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.