Customer Service Adviser

About Us

We are looking for a committed and enthusiastic person to work for the Customer Service Centre in Oxford. The Customer Service Centre is the front door to many services Oxfordshire County Council offers, and you will be joining us at an exciting time as we support Oxfordshire County Council's move to deliver services digitally and ensure the right levels of assistance are in place to support our customers.

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.

About the Role

The job holder will be the first point of contact with members of the public, partners, agencies, and other OCC teams and services. They will be expected to deliver an efficient and effective service to customers whilst maintaining high standards of customer service.

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.

Duties:

1. Answering customer enquiries by phone, using a headset and laptop, email, and social media.
2. Processing customer applications for our services and assessing their eligibility for them against a range of statutory duties, guidelines, and Council policies.
3. Looking up information for customers on computers and either resolving their enquiries or providing them with other sources of information as necessary.
4. Searching, reading, and entering customer details and enquiries into a range of database systems.

About You

• Effective listening & verbal communication skills with a wide range of people and the ability to deal empathetically with difficult or upsetting conversations whilst remaining professional.
• Demonstrated ability with regards to computer skills, including excellent work processing capabilities, proficiency with email, internet applications, databases, and MS Office.
• Ability to produce written reports to a high standard.
• Genuine interest and desire to help others and an understanding and empathy towards the needs of others.
• Ability to operate with integrity showing an openness to learn from feedback.
• Previous experience of a call centre environment.

Our Rewards & Benefits

• Culture of flexible working
• Technology to support agile working where role permits
• 24 days holiday p.a. plus bank holidays
• Option to buy additional holiday
• Employee Assistance Programme including access to health and wellbeing support
• Membership of the Local Government contributory pension scheme, with an employer's contribution of up to 19.9%
• Enhanced family-friendly policies
• Local and national discounts for shopping and travel
• Great learning and development opportunities to support your ongoing development.

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 is 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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If you encounter any technical issues with the application system, please contact us at: careers@oxfordshire.gov.uk