Customer Service Advisor

Job Title: Customer Service Advisor

Rate of Pay: ?12.02 per hour (Inside IR35)

Hours: 37 hours per week

Location: Roway Lane, Oldbury, B69 3ES

Start Date: ASAP

Contract type: Temporary (Agency) 12 weeks with a view to extend

Job Description and Personnel Specification are attached, which also provides more information above the role.

Brief description:

The Contact Centre delivers a front-line service to tenants and residents of Sandwell for several service areas including Housing (Repairs, Rents, Tenancy Management, Choice Based Lettings, Homeless, Anti-Social Behaviour and Safeguarding), Environmental, Highways, Regulatory Services, Registrars, Customer Feedback and Sandwell Childrens Trust.

The service operates from 8.00am to 17:30pm for the majority of enquiries and we provide an Out of Hours service for repairs up till 20:00pm. Since the re-opening of the One Stop Shop we have also had to provide additional cover to assist with increased footfall. For many customers calling the contact centre this is often their first point of contact with the Council. We need to ensure that adequate resources are available during the above times so calls are answered quickly and efficiently when dealing with all enquiries.

Our main objective is to help the people of Sandwell access the services we deliver. We do this over the phone via our Contact Centre and through promotion of our online services.

The role:

• oYou will answer customer enquiries and requests about a wide range of services.
• oYou will have the ability to work in a fast-paced customer service environment and be a positive self-motivated person.
• oYou must be able to respond promptly as well as politely and accurately to resolve the customer's query.
• oYou will be given training through your induction period

Key Requirements:

• oYou have a proven track record of dealing with the public in a customer services role, ideally with call centre experience.
• oYou can demonstrate you are a good listener with clear communication skills who can remain calm and professional whilst displaying a caring an empathetic attitude, dealing with a diverse range of customers.
• oYou are able to record accurate details and use our IT systems is essential.
• oYou must have 3 GCSE's at minimum Grade C, including English Language or equivalent.

Hours:

37. Hours per week.

The core opening hours of the Contact Centre are 8.00am to 8.00pm Monday to Friday.

The various shift patterns for full and part-time posts will operate between the following hours:

8.00am - 4.00pm

8.30am - 4.30pm

9.00am - 5.00pm

9.30am - 5.30pm

12noon - 8 .00pm

A DBS check is not required for this role and it is inside IR35.

Please note this advert is also out with our Master Vendor

You will receive further information regarding invoice terms if your candidate is appointed to this role. Invoices must be sent electronically on a weekly ...

Additional information:

The Council will be using the In-tend e-Tendering System for this Procurement exercise, please visit https://in-tendhost.co.uk/sandwellmbc to access the Sandwell MBC In-tend Supplier Portal.

From here you will be able to register your company, express an interest in the opportunity, and gain immediate access to Quotation or other related documents.

To submit a quotation you will be required to 'Opt In'.

For a Step by Step user guide to the Sandwell MBC In-tend Supplier Portal please click on the `Guidance for Suppliers` section of the website. All procurement responses must be carried out via the Sandwell MBC In-tend Supplier Portal.

If you require further assistance in respect of the system please contact the In-tend support team on 0844 272 8810.

Delivery Notes

The Council will be using the In-tend e-Tendering System for this Procurement exercise, please visit https://in-tendhost.co.uk/sandwellmbc to access the Sandwell MBC In-tend Supplier Portal.

From here you will be able to register your company, express an interest in the opportunity, and gain immediate access to Quotation or other related documents.

To submit a quotation you will be required to 'Opt In'.

For a Step by Step user guide to the Sandwell MBC In-tend Supplier Portal please click on the `Guidance for Suppliers` section of the website. All procurement responses must be carried out via the Sandwell MBC In-tend Supplier Portal.

If you require further assistance in respect of the system please contact the In-tend support team on 0844 272 8810.

Is a Recurrent Procurement Type? : No