Customer Services Advisor Customer
Customer Service

Customer Services
Wigan Life Centre North
College Avenue
Wigan
WN1 1NJ

Salary: Grade 5, £13,712 - £15,728 per annum. £9.92 - £11.38 per hour.

The salary is subject to the 2019 National Joint Council pay award and any local agreements 

26 hours and 30 minutes per week

Your role:

You will be responsible for dealing with and responding to a range of enquires, including but not exclusively, Welfare Support, Benefits, Council Tax, Business Rates, Blue Badges and Housing advice across libraries and life centres in the borough. 

You will provide a comprehensive, efficient and effective face to face enquiry resolution service supporting customers to access services digitally for subsequent interactions to reduce costs to serve, add value and deliver savings expectations against our digital solutions.

You will provide a frontline face to face service that may involve vulnerable individuals or be of a sensitive nature. You will capture information on various computer systems and provide advice and guidance within specific legislation and processes.

About you:

You will need to be passionate, customer focused and driven to deliver an excellent first point of contact resolution service to the residents of Wigan. You will be a great communicator who is used to dealing with a range of people and 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 complaints. You will embrace and effectively engage our residents in an asset based conversation that seeks to understand the knowledge, skills and talents, needs and aspirations of our residents and ensure they are signposted to the relevant support access routes that could improve their health and wellbeing.

About us:

In Customer Services we focus on our customers and understand their needs. We make change happen through innovative thinking, redesigning services and recognising areas for improvement.  

As the first point of contact we are the ‘face’ of the council and pride ourselves on a right first time approach for our customers. If you have excellent communication skills, the commitment, knowledge and experience of working with customers to join this dynamic and high performing team together with the drive to support the residents of Wigan borough then we would like to hear from you.

Shift patterns vary, Monday to Friday, between 9:00am and 5:00pm. Saturday working is required on a rota basis, with equivalent time worked allocated as time off Monday to Friday.  Saturday working patterns are between 9:00am and 2.00pm.  You will be expected to cover in other locations, within the Borough as the business needs require.

If you would like an informal discussion about this role, please call Gill Barnes, Business Partner on 01942 705918.

Our site will be down for planned maintenance from 5pm on Friday 29th March to 8am on Monday 1st April. During this time you will not be able to access your candidate account or view/apply for any vacancies.

To view details relating to this position, please click the links below:

Job Specification
Data Privacy Notice

Interview date: Wednesday 3 April 2019

Find out more about working for Wigan




Location
Wigan Life Centre North
Vacancy Description
 
Customer Services
Wigan Life Centre North
College Avenue
Wigan
WN1 1NJ

Salary: Grade 5, £13,712 - £15,728 per annum. £9.92 - £11.38 per hour.

The salary is subject to the 2019 National Joint Council pay award and any local agreements 

26 hours and 30 minutes per week

Your role:

You will be responsible for dealing with and responding to a range of enquires, including but not exclusively, Welfare Support, Benefits, Council Tax, Business Rates, Blue Badges and Housing advice across libraries and life centres in the borough. 

You will provide a comprehensive, efficient and effective face to face enquiry resolution service supporting customers to access services digitally for subsequent interactions to reduce costs to serve, add value and deliver savings expectations against our digital solutions.

You will provide a frontline face to face service that may involve vulnerable individuals or be of a sensitive nature. You will capture information on various computer systems and provide advice and guidance within specific legislation and processes.

About you:

You will need to be passionate, customer focused and driven to deliver an excellent first point of contact resolution service to the residents of Wigan. You will be a great communicator who is used to dealing with a range of people and 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 complaints. You will embrace and effectively engage our residents in an asset based conversation that seeks to understand the knowledge, skills and talents, needs and aspirations of our residents and ensure they are signposted to the relevant support access routes that could improve their health and wellbeing.

About us:

In Customer Services we focus on our customers and understand their needs. We make change happen through innovative thinking, redesigning services and recognising areas for improvement.  

As the first point of contact we are the ‘face’ of the council and pride ourselves on a right first time approach for our customers. If you have excellent communication skills, the commitment, knowledge and experience of working with customers to join this dynamic and high performing team together with the drive to support the residents of Wigan borough then we would like to hear from you.

Shift patterns vary, Monday to Friday, between 9:00am and 5:00pm. Saturday working is required on a rota basis, with equivalent time worked allocated as time off Monday to Friday.  Saturday working patterns are between 9:00am and 2.00pm.  You will be expected to cover in other locations, within the Borough as the business needs require.

If you would like an informal discussion about this role, please call Gill Barnes, Business Partner on 01942 705918.

Our site will be down for planned maintenance from 5pm on Friday 29th March to 8am on Monday 1st April. During this time you will not be able to access your candidate account or view/apply for any vacancies.

To view details relating to this position, please click the links below:

Job Specification
Data Privacy Notice

Interview date: Wednesday 3 April 2019

Find out more about working for Wigan