Rhondda Cynon Taf County Borough Council
Contact Centre Advisor
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Mae’r ddogfen hon ar gael yn Gymraeg / This document is also available in Welsh.
The Council is committed to continuously improving frontline service delivery. This reflects the drive for more integrated service provision, increasing demands from the public, and the Council’s dedication to create a more accessible organisation with an ever-increasing positive relationship with local people.
A temporary position has arisen, within the Customer Care Directorate. This important role, in a first point of contact environment, requires someone who is results orientated and totally committed to the delivery of a high quality, user-friendly service to the public.
You will be the first point of referral for customers contacting the Council's Corporate Contact Centre, giving them guidance and advice, and booking service requests.
Excellent communication skills, particularly telephone techniques, are required. Effective use of ICT systems is also essential. Experience of working in a team and in a Contact Centre environment is also a desirable requirement.
You will be an individual with a positive, can-do attitude and a desire to deliver outstanding customer service.
Additional Council wide benefits include our Cycle to Work scheme, discounted LeisureForLife membership and a staff discount Vectis card.
The right to request flexible working and we have supportive policies for parents which include enhanced maternity, adoption and paternity pay. Access to our Occupational Health Unit and CARI, our new digital confidential wellbeing tool. The possibility of hybrid working locations.
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25 days annual leave (pro rata), rising to 30 days (pro rata) after 5 years’ service. There is also an option to purchase additional annual leave to a maximum of 10 days (pro rata) per year. A generous Local Government Pension Scheme (LGPS).
For more information please contact Chris Phillips (Strategic Customer Care Manager) or Paula Kuiper (Deputy Contact Centre Manager) on (01443) 425005.
Protecting children and vulnerable adults is a core responsibility of all staff appointed to the Council.
In addition to this safeguarding responsibility, the successful applicant for this role will also be subject to an enhanced disclosure and barring service check.
The Council values diversity in its workforce. We are committed to ensuring that no unlawful discrimination occurs in the recruitment and selection process on the grounds of age, sex, race, disability, sexual orientation, transgender, including those with non-binary identities, religion or belief or pregnancy and maternity. We offer a number of staff networks for employees including the Allies Network, a Disability and Carers Network and Perthyn our LGBTQ+ Network.
An application submitted for this post in Welsh will not be treated less favourably than an application made in English.
As part of the Council’s longer term objectives in relation to the Welsh language and its Workforce Planning Strategy, it is committed to a guaranteed interview scheme for Welsh-speakers of Level 3 and above. If you meet the essential criteria as identified in the person specification for the job and are a Welsh-speaker of Level 3 and above, you will be invited to interview if you choose to participate in the scheme.
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In view of the large number of Application Forms which are currently being submitted individual applications are not acknowledged. Consequently if you do not hear from us within four weeks of the closing date, please assume that your application is unsuccessful on this occasion. In which case you are thanked for the interest you have shown in applying for a position within the Council.
In support of the Council’s voluntary pledge to support the Armed Forces, the recruiter must always be prepared to ensure that applicants who have identified themselves as members of the Armed Forces including Service Leavers, Veterans or Reservists and who meet the essential criteria of the person specification, are offered an interview.
Care Experienced Leavers – Guaranteed Interview Scheme
As part of the Council’s corporate parenting role it is committed to supporting its care experienced leavers. This means anyone who has spent time within the care system at any point in their life. We encourage applications from individuals who are care experienced to enable them to access employment, education, experiences and volunteering opportunities.
The Council will guarantee an interview for any care experienced leavers who wish to take part in the scheme who meet the essential criteria for the role.
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