Customer Service Centre Advisor

Working in a small but busy contact centre with a team of 30+ advisors you will be providing a quality telephone, digital and face to face reception service responding to a range of housing management enquires such as rehousing, rent and to order repairs. Providing a courteous and responsive service to telephone callers, within the targets and standards set, using an on-line script and various IT systems to provide accurate and appropriate information and advice on the range of services provided. Responding positively to complaints and feedback about the service, and to customer service issues via social media and web chat, in both public and private conversations, whilst protecting the reputation of the organisation. In this varied role you will also be responsible for conducting outbound telephone calls to customers and to colleagues in other departments, carrying out customer surveys, covering reception and dealing with admin tasks to ensure we deliver a first class customer service. To be successful in this role, we anticipate you will be able to demonstrate the following: Determine the requirements and needs of customers advising on the most appropriate course of action to support them, liaising with other service areas and agencies where appropriate and arranging assistance where required. Process a range of customer requests and assist in the completion of relevant information in line with service processes and procedures and any relevant legislation, ensuring information provided is accurate and up to date. Contribute to the development and improvement of management information systems identifying areas for improved efficiency and added-value support to the service. Validate documents in accordance with the relevant guidelines, and actively seek to detect and reduce fraud where appropriate. Where required, accurately process payments for customers in line with Manchester City Council's financial regulations. Proactively identify any potential risks from and to customers accessing the service and escalate any issues through the agreed channels. Develop effective partnerships and collaborative working arrangements with other services. Personal commitment to continuous self development and service improvement. Through personal example, open commitment and clear action, ensure diversity is positively valued, resulting in equal access and treatment in employment, service delivery and communications, As a Disability Confident Employer, we provide support for employees with physical or mental-health conditions, a disability or neurodiversity. Our workplaces are accessible by design, and we make workplace adjustments including providing aids, adaptations and equipment. These, combined with our flexible working policies such as disability-related leave, enable our employees to perform their role, thrive and be their authentic selves in work.

• Good standard of written English and grammar.
• Good communication skills with the ability to build rapport with team members at various levels.
• Understanding of the cultural and social needs of different sections of the local community.
• Fully self-motivated with excellent time management skills.
• Experience of working with members of the public on phone or face to face.
• Sound working knowledge of relevant software, including Microsoft Office Programs, such as Excel.
• Ability to objectively apply and evaluate process adherence, without undue influence.
You will work Monday to Friday, however you may be required to work weekends in accordance with the needs of the service. Previous experience within a Contact Centre environment is preferred but not essential. In accordance with Home Office guidance, successful candidates must evidence their right to work in the UK before commencement of employment. This is not a role we consider to be eligible for sponsorship under the Skilled Worker route based on Manchester City Council policy. Candidates are therefore encouraged to consider their own right to work options without the requirement for Manchester City Council sponsorship.

We're the local government authority for Manchester, and have teams across the city helping to make this a great place to live for everyone. We're proud to do local government differently, in a city with an international reputation for diversity, creativity, culture and passion. When you join us, you're joining a team of over 7,000 council staff helping to make our ambition for Manchester a reality. Whatever your role, you'll be supporting our residents and communities to be the best they can be, and helping to build a Manchester that's fairer for everyone who lives, works, volunteers, studies or plays here. To make our ambition a reality, every person we recruit needs to play their its part. It takes a certain type of behaviour, attitude and way of working to get Manchester where it wants to be. Our people and partners have agreed five 'behaviours' - the grounding for how we must work together and treat one another:
• We take time to listen and understand
• We work together and trust each other
• We show that we value our differences and treat each other fairly
• We 'own it' and we're not afraid to try new things
• We're proud and passionate about Manchester
A career with us means you can be yourself, thrive, and build the career your talent and ambition deserve. Creating an inclusive team at Manchester City Council At Manchester City Council, we strive to create a fair and inclusive workplace that is as diverse as the communities we serve. We want to further increase the diversity of our workforce, in particular the number of Black, Asian and Minority Ethnic staff and disabled staff at all levels of the Council. This advert is open to all applicants, and we would particularly encourage applications from candidates identifying with one or both of those characteristics. If you want to find out more about the role, our ways of working, flexible arrangements or any workplace adjustments, please let us know by emailing jobs@manchester.gov.uk. If you are invited to interview, we will ask you if you require any adjustments for you to best demonstrate your suitability for the role in the interview process. Guaranteed Interview Scheme As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
• Members of the Armed Forces and veterans
• Are currently in care, or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition