Job Description

Customer Contact Senior Advisor

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Job description

What we're looking for:

We are looking for a confident, passionate and committed Customer Contact Senior Advisor who can support us with providing the best possible customer service to our residents in the District of South Cambridgeshire as well as supporting both the Customer Contact Advisors and the management team in the every-day running of the Contact Centre.



What You'll Do:

Working within our established team of Advisors, you will be the first point of contact for a range of customers including residents and colleagues within the Council. You will be responsible for taking calls and responding to webchat general enquiries within our contact centre as well as supporting customers face to face at our Cambourne reception desk. We have ambition to add email, text message, and social media imminently and would be looking for you to embrace the change and go the extra mile for all customers you interact with. You will use your knowledge and experience to call coach new and existing Advisors as well as supporting the management team in running the Contact Centre smoothly on a daily basis, solving problems that may arise and leading by example. Providing face to face and virtual support to Advisors as well as a number of other tasks that require a senior Advisor to complete them. Assisting the Team Leaders using and maintaining the systems/applications needed within the Contact Centre. Mainly, but not limited to the telephony system. Being a more "technical" Senior Advisor but working closely and overlapping with the more "operational" Senior Advisor.



Perfect for You If:
A champion for the service, you lead by example; assist and inspire colleagues in achieving their own personal goals by providing coaching and supporting skills. You are assertive and confident and use your initiative to solve problems You enjoy interacting and building relationships You are passionate about assisting people and enjoy developing solutions for improving the customer experience Ability to remain calm under pressure and deal with escalated enquiries, aggressive behaviours and complaints, operating with empathy, tact and diplomacy

What We Offer:
Professional development opportunities Generous annual leave Generous local government pension scheme Hybrid and flexible working

South Cambridgeshire District Council currently operates four-day week working arrangements. A four-day week is when full-time staff work one less day per week (four days instead of five) but still get paid the same salary. The idea is that we get 100% of our work done, in about 80% of the time, for 100% of the pay. The purpose is to deliver an excellent service to residents - whilst better supporting the health and wellbeing of our colleague. Read more about the four-day week at the Council.



For more information about the role please contact Adam Harlock, Customer Contact Team Leader, 01954712980 / adam.harlock@scambs.gov.uk



Closing Date: 9am 12th May 2025

Interview Date: 28th May 2025