Shared Services Partnership
Location
Oxford, Oxfordshire | United Kingdom
Job description
Salary range: £23,500 - £26,873 per annum (Grade 5 – 6 Progression)
Work location: Customer Service Centre, County Hall, Oxford OX1 1ND. (We support Hybrid working)
Hours per week: 37
Contract type: P ermanent
Vetting requirements: This role is subject to a Criminal Records Check.
Closing date: Monday 18th March 2024
Interview date: To be confirmed
Can you demonstrate a strong capacity for empathy and the ability to understand and support others effectively?
Do you possess a genuine passion for creating a meaningful impact through your work?
Are you seeking to join a dedicated team that consistently strives for excellence while fostering a supportive work environment?
Do you have the ability to manage a high volume of calls consistently and effectively throughout the course of the day?
Do you possess exceptional communication skills with the ability to diffuse potential situations before they arise?
Can you showcase the confidence to communicate effectively with a diverse range of individuals?
Can you consistently uphold a high standard of customer service in all interactions?
If you feel like this is a role you can take on and flourish in, then please apply!
Apply as soon as possible as we will be shortlisting applicants as they come through – the earlier the better!
The Customer Experience function provides the first point of contact for all initial customer enquiries across a wide range of council services and channels including phone, email, social media and face to face.
Our Customer Service Advisers are the first point of contact with members of the public, partners, agencies and other teams and services, handling enquiries via a variety of channels and signposting to information and services appropriately.
Our vision is to ‘provide excellence in Customer Service to the residents and visitors in Oxfordshire’ whilst also supporting the empowerment, independence and self-serving ability of our customers.
Our key aims are:
Here within the Customer Service Centre at Oxfordshire County Council we are looking for a committed and enthusiastic person to join our team as one of our Customer Service Advisors!
The person within this role will be the first point of contact with members of the public, partners, agency and will work closely with other OCC teams and different services. In doing so they will deliver an efficient and effective service to customers whilst maintaining high standards of customer service.
The postholder will be communicating with customers day to day on the phone using a headset and laptop, through emails other channels available. They will be processing customer applications for our services and assessing their eligibility for them against a range of statutory duties, guidelines and Council policies. Looking up information for customers on computers and either resolving their enquiries or providing them with other sources of information as necessary. Searching, reading and entering customer details and enquiries into a range of database systems.
This post holder is responsible for ensuring that all relevant County policies and procedures are adhered to, and concerns are raised in accordance with these policies.
The working hours are Monday to Friday / 8:30am – 5pm (Friday is 4pm). The successful candidates must have a two week in office induction in order to be fully trained on the services we provide. We have a hybrid working model, the three days you come into the office and the two days you work from home can be discussed with the Team Leader hiring.
To be successful in the role, you need:
Please click here to view the Job Description and Selection Criteria
If you have any questions or would like an informal conversation about the role, please email – Tilly Mordue (Recruitment Officer) [email protected]
We’re proud of our strong learning and knowledge-sharing culture here. You can look forward to:
Oxfordshire has a wonderful balance between beautiful Cotswold countryside and quaint villages and towns against the urban dynamic of the world-renowned university City of Oxford and surrounding market towns.
Our base County Hall is in the heart of Oxford City centre right next to Westgate Shopping centre. You’ll be able to see known landmarks, learn age old history and take yourself for some lunch time fine dining or shopping – the choice is yours!
To apply, please complete an online application form by clicking either of the Apply Now buttons at the top and bottom of this advert. This includes a section asking you to explain how you meet the selection criteria, as specified in the job posting. You may attach a cover letter and/or CV to your application form, however it is not mandatory.
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If you experience any technical difficulties whilst completing the application form, please contact the Recruitment Team using Recruitment Application Enquiry Form .
If you require the application form in an alternative format as part of a reasonable adjustment at this stage of the recruitment process, please contact the Recruitment Team using Recruitment Application Enquiry Form .
Our commitment to:
Equality, Diversity and Inclusion
At Oxfordshire County Council we are proud of our diverse workforce. Everyone is accepted for who they are, regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, or on maternity or family leave. We have a number of staff network groups which provide peer support, education and safe spaces for all.
Our commitment to:
Guaranteed Interview Schemes
As a Disability Confident employer, we guarantee an interview for disabled applicants who meet the essential criteria for the job. We also guarantee interviews to care leavers who have completed further education and who meet the essential criteria for the job. For those leaving care without any further education, we guarantee an interview for our apprenticeships. We are also committed to helping and supporting those transitioning from HM Armed Forces to civilian life and guarantee an interview for those demonstrating the essential criteria for the role, within three years of leaving the service.
Our commitment to:
Safeguarding
Oxfordshire County Council are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect these commitments.
Our commitment to:
Flexible Working
We are open to discussions about flexible working, which can include flexi-time, part time working, job sharing, nine-day fortnights and annualised hours, depending on the requirements of the role and the service.
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