Contact Centre Advisor - DGA11311

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Contact Centre Advisor (16/286)

Dumfries

£17,943.33 - £18,265.33

You will be required to work 28 hours per week, 52.14 weeks per year.

Are you energetic, enthusiastic, and committed to customer excellence?

The Contact Centre is a high quality, direct service for the public providing advice, assistance, and support to enable customers in a range of council service enquiries via telephone and email contact. The service is proud to makes a real and positive difference to people’s lives every day in Dumfries and Galloway.

As someone who enjoys being a positive contributor to the team, you will collaborate with your colleagues to ensure the customer is always the priority – understanding the issues they face and working to find the answers they need. You will need to demonstrate a positive attitude, a calm approach and real drive and determination to offer the very best in customer service.

It will be no surprise to learn that highly developed communication skills, both spoken and written, are crucial in this role. You will also need excellent listening and interpretation skills along with the ability to explain information clearly and courteously.

The main responsibilities will be to positively respond to a wide range of enquiries via telephone and email, including dealing with potentially complex internal and external issues. The Council will provide training to support and empower you to grow and develop your skills and experiences within your career.

You will be educated to SCQF Level 5 or equivalent and it is essential that you have previous experience in call handling and information processing, along with basic IT skills.

We will be looking for candidates to work shifts Monday-Friday (between 8:45am and 5:15pm). The council offers a hybrid working approach for staff.

When completing your application, we would encourage all interested applicants to demonstrate how your skills and experiences align to the job description and person specification. Being able to share examples of your previous work and where you have delivered excellent customer service would help determine your suitability for the role. Describing a situation, the target you were to achieve and what actions you took for a result would be helpful for the reviewing officers.

This post is subject to a Baseline Personnel Security Standards check, and this includes candidate vetting through Disclosure Scotland.

For further information please contact Sheila LeGrice, 030 33 33 3000 sheila.legrice@dumgal.gov.uk