About the role
Working as part of our friendly and supportive Customer Services team, you will be handling inbound calls from residents, businesses and visitors resolving as many as possible at first point of contact. Duties also include handling enquiries received via email and through our online forms, occasional face to face duties at our reception and other administrative tasks as required.
Our busy environment means that you will have a great opportunity to build your customer care skills while also finding out more about the wide range of services offered by Mole Valley District Council.
What are we looking for from you?
You will have some previous customer service experience such as retail, call centre or hospitality, full training will be given in the call centre environment we work in.
The role also involves some administration, so great attention to detail and accuracy is essential. Other skills we need include:
- A friendly and professional manner
- Strong communication and empathy skills, with the ability to use a range of communication styles, including listening and questioning, to provide a personal approach
- Someone who enjoys working and learning with others around them to deliver great customer service
- The ability to understand and coach customers on our digital platforms
- A positive, can-do attitude with the ability to have difficult conversations and overcome objections
- The ability to remain calm under pressure
- A good standard of IT literacy and the ability to update in-house systems and spreadsheets
- Excellent timekeeping
You will need at least one A Level grade A* - D, BTEC grade Distinction* - Pass, or equivalent experience and a minimum of five GCSE's grade 9-4/A to C, or equivalent including Maths and English to apply.
For You
- A comprehensive and supportive induction programme to ensure confidence and competence
- 24 days annual leave, rising 1 day a year to a maximum of 28 days a year plus bank holidays
- Excellent pension scheme including employer's contribution of 15%
- The ability to earn Time Off In Lieu (TOIL)
- Mental health first aiders for staff
- Employee assistance programme
- Paid e-learning and training
- Annual salary increase (subject to performance) up to maximum of scale
- Free car parking at offices
- Discounts for local businesses
- Friendly office environment just a short walk to the Park or High Street and close to the train stations
Further info
This role is office based.
The salary advertised is for full time (37 hours). The pro rata salary for 23 hours is £17,425 -£19,083.
For an informal chat about the role, please contact Rozena Tandy or Francesca Lancaster Customer Services Team Leaders.
Closing date for applicants: Midday 24 June 2024
Telephone Interview dates: 2/3 July 2024
Interview dates: 10/11 July 2024
How to apply
Click Apply Now and send us your up to date CV.
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