CFRT Advisor Customer Contact

Executive Mandate Specification

Lewes District and Eastbourne Borough Councils

Service Area: Service Delivery

Base: Lewes and/or Eastbourne Office, with Home Working

Title: Customer First Resolution Team Advisor (Customer Contact)

Grade: Band C

Salary: £22,361 to £23,612 a year

Hours: 37 hours a week

Contract: Permanent

Are you passionate about using your skills and expertise to deliver great customer service?

Our Customer Contact team provides the highest level of customer support for a wide range of council services via telephone, email, online, social media and face to face. As a Customer Advisor you will be the first point of contact for customers of the Council and will be a member of a fast paced, multi-skilled customer service team, proactively managing and resolving a wide range of customer requests, making a rapid assessment of the best next step and helping customers to get the help and support they need without having to tell their story again and again.

In this demanding role you will be a team player with good communication skills, personal resilience, and experience of working within a fast-paced customer service environment dealing with complex or sensitive enquiries. You will be confident in retrieving and interpreting information from computerised databases, dealing with customer enquiries over the telephone, email and face to face. Experience of using social media to respond to customers is desirable, but not essential.

The successful candidate will either be based at Southover House, Southover Road, Lewes, BN7 1AB or at our Eastbourne office in Grove Road; however you may be required to travel to either location depending on demand and working from home where operationally required or permitted.

The closing date for applications is Monday, 22nd May 2023 at 12 noon, with interviews being held over Microsoft Teams from week commencing 29th May 2023.

Job Types: Full-time, Permanent

Salary: £22,361.00-£23,612.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Flexitime
• Wellness programme
• Work from home

Schedule:

• Flexitime
• Monday to Friday

Work Location: Hybrid remote in EASTBOURNE

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship