About The RoleAbout the RoleAre you passionate about helping people and delivering excellent customer service?Do you enjoy working in a fast-paced environment where every day brings something different?We are looking for a friendly, motivated and customer-focused Customer Service Advisor to join our busy Contact Centre team. In this role, you will be one of the first points of contact for residents, customers and partners, helping them access a wide range of Council services and ensuring they receive a positive experience every time they get in touch.No two days are the same. You’ll manage enquiries through a variety of channels, provide accurate information, resolve issues wherever possible and ensure customers receive the support they need. Working as part of a supportive team, you’ll play an important role in delivering high-quality services to our communities.If you’re organised, adaptable and enjoy making a difference through great customer service, we’d love to hear from you.To be successful in this role, you’ll have:
A minimum of five qualifications equivalent to GCSE Grade C/4 or above (or NVQ Level 2 equivalent), including English and Maths.Strong IT and keyboard skills, with confidence using a range of software and systems, including Microsoft, Google and bespoke applications.Previous experience in a customer-focused environment, ideally within a busy contact centre or similar high-volume setting.Excellent communication skills, with the ability to listen carefully, understand customer needs and provide clear, accurate information.Strong organisational skills and the ability to manage competing priorities while maintaining high levels of customer service.A positive and professional approach, with a genuine commitment to helping others.Please note that the office hours are
Monday to Friday, 8.45am to 5.00pm . This role is based in our
Moreton office
and requires attendance
five days per week .
For more information about this role please see the Job Description/Person Specification.Special Conditions
BPSS Check Required
What we can do for you
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 choiceRenewed again for another year there is a health cash plan giving you cash back on health, dental and eye carePension scheme with a good employer contribution of up to 7% of your earningsEmployee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issuesCycle to work schemeSalary sacrifice car lease scheme with significant tax and NI savings to be made on electric carsGenerous sickness cover above statutory entitlementsAdditional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injuryLife assurance, currently four times your annual salaryWatch our new ‘What is Publica’ video to see why its great to join us!
About The Organisation
You will be employed by Publica Group Ltd which was created by four partner Councils (West Oxfordshire District Council, Cotswold District Council, Cheltenham Borough Council and Forest of Dean District Council) to deliver more efficient and improved services.
Publica is committed to meeting its statutory and moral duties to safeguard and promote the welfare of children, young people under 18 years of age and adults at risk who are the recipients of its services and/or activities.
Publica is a unique place to work, established to transform the way local services are delivered, fundamentally rethinking the way our services are designed and delivered in a digital era, making us a customer-focused organisation driven by real user needs.
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