Customer Service Advisor

Customer Service Advisor Grade A - £24,796 - £28,142 Consultation grade - subject to formal evaluation under the Pay Equity Review Working 36.5 hours per week Hybrid working: Home Working and some office working at a Birmingham City Centre location This is an exciting opportunity to join the Complaints and Enquiry function at Birmingham City Council. We are looking for enthusiastic and flexible individuals to undertake the role of Customer Services Advisor for the Complaints and Enquiry team You will play a proactive role in further embedding a consistent, excellent, customer focused complaints and enquiries service. As a Customer Services Advisor you will work as part of a dynamic team in the consolidated complaints and enquiry service to deliver effective and high-quality triage of complaints and enquiries. As a Customer Service Advisor within the complaints and enquiries team you will triage customer complaints and member enquiries, via different entry channels into the council such as by email, phone, web and Councillors, ensuring accurate information is progressed appropriately and within timescales whilst seeking opportunities to resolve complaints or enquiry at first point of contact. Providing excellent customer service to achieve positive outcomes for our citizens is at the heart of everything we do so you will need to take ownership of communications into the complaints and member enquiry team and resolving issues professionally and compassionately at first point of contact where appropriate or escalating to the relevant team following the correct procedures. This is a great chance to become part of our team and develop your abilities further. If you have experience of working in a customer or admin environment, working to targets with good written and verbal communication skills using IT systems we would like to hear from you. For any informal enquires please contact: Resourcing@birmingham.gov.uk Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application. For any informal enquires please contact: Resourcing@birmingham.gov.uk A Disclosure and Barring Service (DBS) check will be undertaken. Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Birmingham City Council is committed to safeguarding and promoting the welfare of our citizens and expects all staff and volunteers to share this commitment. You can view our Corporate Safeguarding Policy | Birmingham City Council here. Job Description and Person Specification Copy of 3577 - Customer Service Advisor.doc