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About the Role

As a Contact Centre Advisor, you will be the first point of contact for customers, providing clear and empathetic support across various channels including phone, face-to-face, email, social media, and web chat. You will aim to resolve inquiries efficiently and professionally, contributing to a better customer experience.

Responsibilities

• Manage all types of contact including phone, face-to-face, email, social media, and web chat.
• Maintain high standards of professionalism, empathy, and courtesy across all channels.
• Resolve customer inquiries effectively, aiming for first-time resolution.
• Contribute ideas for process improvements and better responses to organizational and community needs.
• Develop knowledge and skills to enhance service delivery.

Requirements

• Experience in delivering excellent customer service in a fast-paced environment.
• Ability to deal patiently and calmly with challenging customers and resolve their concerns.
• Ability to prioritize workload productively.
• Good keyboard skills for accurate record-keeping.

Skills

• Customer service
• Communication
• Problem-solving
• Empathy
• Keyboard skills
• Prioritization

Location

• Westminster City Hall, 64 Victoria Street, Westminster, SW1E 6QP

Work Type

• Permanent
• Full-time

Experience Level

• Negotiable depending upon experience

Salary/Compensations

• £34,359 - £35,373

Benefits

• Flexible working patterns
• Agile working

About the Company

• Westminster City Council is dedicated to enhancing services and creating real connections within its community.
• The council is committed to building an inclusive city that celebrates diversity and ensures residents, workers, and visitors feel welcome and safe.
• Westminster City Council is an inclusive workplace and employer of choice, championing equality, diversity, inclusion, and wellbeing.
• The council is a Disability Confident Employer.

Equal Opportunity

• Westminster City Council is committed to supporting Care Leavers into the workplace.
• Care Leavers seeking their first job and who wish to be considered under our scheme, will automatically be invited to interview should they meet the essential criteria for the role.
• We encourage and welcome applications from people from all backgrounds and aim to have a workforce that, at all levels, represents the communities we serve.
• If you have declared a disability in your application, we guarantee an interview if you meet the essential criteria of the job.
• If you are invited for interview, you will be asked if you need any reasonable adjustments in order to attend, and we will make these wherever possible.