Cornwall Council
Contact Centre Advisor (Cross Skilled)
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The Service & Team: The Customer Hub is part of Customer and Business Operations within Cornwall Council. We provide a frontline service for residents and businesses, delivering information, advice, and resolution across a wide range of council services. As part of our multi-skilled Customer Contact Team, you'll help customers access the services they need while delivering a high-quality, efficient, and customer-focused experience.
The Role: As a Customer Service Adviser (Cross Skilled), you will be the first point of contact for customers contacting Cornwall Council through a variety of channels including telephone, email, web chat, and online services. You will identify customer needs, provide information and advice, resolve enquiries wherever possible at the first point of contact, and work closely with service teams to ensure customers receive the support they require.
This is a varied and rewarding role requiring excellent communication skills, problem-solving ability, and a commitment to delivering outstanding customer service. You will work across multiple service areas, developing a broad knowledge of council services and supporting customers with a wide range of enquiries. Full training will be provided.
This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies.
Working Pattern:
- 37 hours per week, Monday to Friday.
- Our Customer Hub is open for business between 09:00-18:00 and there is a requirement for flexibility between these hours.
- Hybrid working arrangements are available following successful completion of training and subject to business needs. Once training has been completed, there is a requirement to attend our contact centre in Tolvaddon at least one day per week.
What you’ll need to succeed: We're looking for people who:
- Have experience delivering excellent customer service in a customer-facing environment.
- Demonstrate excellent communication skills across a range of channels.
- Are confident using IT systems and applications, including CRM and contact centre systems.
- Can resolve customer enquiries effectively and identify practical solutions.
- Display empathy, patience, and professionalism when dealing with a variety of customers and situations.
- Can work flexibly, manage competing priorities, and adapt to changing service demands.
- Have a good standard of education including English and Maths, or equivalent experience.
- Are committed to providing an outstanding customer experience.
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What you’ll get in return: You'll join a supportive team committed to delivering excellent public services while helping you develop your skills and career. Full training will be provided alongside ongoing learning and development opportunities, enabling you to build your knowledge across a range of council services.
Cornwall Council’s ambition is to be an employer of choice, a high-performing Council, and a learning organisation. We commit to providing a reward and benefits package to attract, motivate, and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.
Our core employee rewards and benefits include:
- A competitive salary.
- A defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions.
- A generous annual leave entitlement with the potential to purchase additional leave.
- A national award-winning employee health and wellbeing programme.
- An employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services.
Additional Information: Cornwall Council is unable to offer visa sponsorship or transfer existing sponsorship for this role.
The full role profile is attached here - Customer Service Advisor (Cross Skilled) Role Profile [https://www.cornwall.gov.uk/media/v3cnwfdb/003850_csa_-cross-skilled-_rp.pdf]
We recommend saving a copy of this to refer to if you are invited to an interview.
For more information or an informal chat about the role, please contact James Long, Customer Hub Manager (james.long@cornwall.gov.uk).
Application Process: Please attach a supporting statement to your application. You can add your Education & Qualifications details manually using the application form timeline or upload your CV. Remember to demonstrate why you are suitable against each of the points marked as ‘Application’ on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work/personal experience, which clearly illustrate what you did and the effect it had. Guidance on how to complete your application can be found here – The application process.
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Please note that applications cannot be edited after they have been submitted. Please contact careers@cornwall.gov.uk if you have any queries or require assistance with your application.
Existing employees must apply using their Cornwall Council email address through the Opportunity Marketplace on Oracle.
Cornwall Council delivers services to more than half a million local people and over five million visitors a year. Working here - Cornwall Council [https://www.cornwall.gov.uk/jobs-and-careers/working-here/]
We are happy to talk about flexible working options such as part-time or compressed hours. More examples of our flexible working opportunities can be found here - flexible working options [https://www.cornwall.gov.uk/jobs-and-careers/working-here/benefits-of-working-for-the-council/].
Fairness and inclusion are at the heart of our vision for Cornwall. In order to best serve our communities, we are striving to achieve a diverse workforce that is inclusive of all backgrounds, cultures, and identities; e.g., race, disability, sex, gender reassignment status, age, religion, and sexual orientation. We are an equal opportunities and Disability Confident employer, and we will assess applicants on their merits.
Cornwall Council is committed to safeguarding and following safer recruitment principles to help make sure our staff and volunteers are suitable to work with children, young people, and adults at risk. It’s a vital part of creating a safe and positive environment and making a commitment to keeping all service users safe from harm.
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