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