Customer Services Advisor - Telephony

Progress House
Westwood Park
Wigan
WN3 4HH

Salary: Grade 5, £20,493 - £23,080 per annum. 

37 hours per week

Your role: 
 
You will be responsible for dealing with and responding to a range of enquires, including but not exclusively, Housing Benefits, Council Tax Reduction, Council Tax Billing, National Non-Domestic Rates, Public Health, and Adult Social Care Assessments via telephone but also other routes such as e-mail and a variety of web contacts including web chat. 
 
You will provide a frontline service answering incoming calls that may be from vulnerable individuals or be of a sensitive nature. You will capture information on various computer systems, providing advice and guidance within specific legislation. You will assess customer and household eligibility to Social Care Services, entitlement to reliefs, reductions, discounts and exemptions. You will also maximise the collection of Council Tax debt by administering effective payment arrangements. 
 
About you: 
 
You will be passionate, solution focused and driven to deliver an excellent first point of contact resolution service to the residents of Wigan borough. You will thrive from working in a busy and pressurised environment.  
 
Using skills such as active listening, effective questioning and efficient decision making skills you will successfully de-escalate potential customer complaints. You will embrace and effectively engage our residents in an asset based conversation that seeks to understand the knowledge, skills and talents of our residents ensuring they are signposted to the relevant support access routes that could improve their health and wellbeing.
 
About us: 
 
Wigan Council has been voted ‘Council of the Year’ at the iESE Public Sector Transformation Awards and has recently published The Deal 2030, our ambitious plan for our borough.  We are signed up to the Greater Manchester Continuous Service Commitment ensuring that your service will be continuous or 'unbroken' between the supporting organisations.
 
Our Corporate Contact Centre deals with approximately 550,000 enquiries from customers every year and is the first point of contact across 22 service areas including Council Tax, National Non-Domestic Rates, Housing Benefits, Public Health and Adult social care Assessments.
 
We may also be required to deal with emergency situations linked to Adults and Children’s Social Care during our extended hour’s service. If you have excellent communication skills, along with knowledge and experience of working with customers and the drive to support the residents of Wigan borough then we would like to hear from you.
 
As an employer we like to thank our employees for their hard work and commitment by giving them the opportunity to access a range of exclusive rewards and benefits.
 
Covid Safe
 
We take a blended approach to where we work, depending on the work we do, and have Covid measures in place across all our sites. This may include working from home (My Place), the office (Our Place) or the community (Your Place).  Please speak to the recruiting manager to find out more about where you will work from in your role.
 
For further information, please contact Rhiannon Doran at r.doran@wigan.gov.uk 
 
To view the details relating to this position, please click the links below:
 

Interview date: Week Commencing Monday 31 January 2022

Interviews will be held remotely 

Find out more about working for Wigan 

This position is subject to Standard Disclosure Procedures 

The employer is committed to safeguarding 
 
Location
Progress House
 
Progress House
Westwood Park
Wigan
WN3 4HH

Salary: Grade 5, £20,493 - £23,080 per annum. 

37 hours per week

Your role: 
 
You will be responsible for dealing with and responding to a range of enquires, including but not exclusively, Housing Benefits, Council Tax Reduction, Council Tax Billing, National Non-Domestic Rates, Public Health, and Adult Social Care Assessments via telephone but also other routes such as e-mail and a variety of web contacts including web chat. 
 
You will provide a frontline service answering incoming calls that may be from vulnerable individuals or be of a sensitive nature. You will capture information on various computer systems, providing advice and guidance within specific legislation. You will assess customer and household eligibility to Social Care Services, entitlement to reliefs, reductions, discounts and exemptions. You will also maximise the collection of Council Tax debt by administering effective payment arrangements. 
 
About you: 
 
You will be passionate, solution focused and driven to deliver an excellent first point of contact resolution service to the residents of Wigan borough. You will thrive from working in a busy and pressurised environment.  
 
Using skills such as active listening, effective questioning and efficient decision making skills you will successfully de-escalate potential customer complaints. You will embrace and effectively engage our residents in an asset based conversation that seeks to understand the knowledge, skills and talents of our residents ensuring they are signposted to the relevant support access routes that could improve their health and wellbeing.
 
About us: 
 
Wigan Council has been voted ‘Council of the Year’ at the iESE Public Sector Transformation Awards and has recently published The Deal 2030, our ambitious plan for our borough.  We are signed up to the Greater Manchester Continuous Service Commitment ensuring that your service will be continuous or 'unbroken' between the supporting organisations.
 
Our Corporate Contact Centre deals with approximately 550,000 enquiries from customers every year and is the first point of contact across 22 service areas including Council Tax, National Non-Domestic Rates, Housing Benefits, Public Health and Adult social care Assessments.
 
We may also be required to deal with emergency situations linked to Adults and Children’s Social Care during our extended hour’s service. If you have excellent communication skills, along with knowledge and experience of working with customers and the drive to support the residents of Wigan borough then we would like to hear from you.
 
As an employer we like to thank our employees for their hard work and commitment by giving them the opportunity to access a range of exclusive rewards and benefits.
 
Covid Safe
 
We take a blended approach to where we work, depending on the work we do, and have Covid measures in place across all our sites. This may include working from home (My Place), the office (Our Place) or the community (Your Place).  Please speak to the recruiting manager to find out more about where you will work from in your role.
 
For further information, please contact Rhiannon Doran at r.doran@wigan.gov.uk 
 
To view the details relating to this position, please click the links below:
 

Interview date: Week Commencing Monday 31 January 2022

Interviews will be held remotely 

Find out more about working for Wigan 

This position is subject to Standard Disclosure Procedures 

The employer is committed to safeguarding