About the role
Join Our Team!
We are a Contact Centre that handles inbound calls, emails, and online enquiries from customers regarding various Council services. This hybrid role involves working from our main base in St Ives and from home. Additionally, our Advisors occasionally provide face-to-face customer support at our reception sites in Alconbury Weald and Wisbech.
Our staff are our greatest asset, and we’d love for you to be part of our journey! We are committed to delivering exceptional services to our residents and maintaining high standards. By joining us, you'll develop valuable skills in a dynamic environment while providing outstanding experiences to our community in our fast-paced working environment!
Our Values:
We prioritise collaboration, accountability, respect, and excellence! As you gain experience, you can take on more responsibilities within your team. You'll participate in regular team meetings and be part of an inclusive culture. You'll be assigned a mentor and have regular catch-ups with your manager to track your progression within our job family.
Security Screening:
Appointment to this role requires National security vetting through the Baseline Personnel Security Standard (BPSS) pre-employment screening, as post holders will have access to government assets. For more information on BPSS, visit the government baseline personnel security standard.
Application Process:
We will shortlist all applications after the closing date. If your application is shortlisted, you will be invited to an assessment on the evening of Tuesday 29th April, or morning of Friday 2nd May (TBC) Successful candidates from the assessment will be invited to an interview during the week commencing 5th May.
What will you be doing?
Responsibilities of the role:
Handle inbound calls from residents regarding various Council services.
Complete admin tasks with keen attention to detail.
Deliver excellent customer service to every resident.
Take responsibility for providing resolutions.
Occasionally travel to support at our reception sites.
Additional Information:
Please read the attached 'Customer Services Information’ document for essential details about this role and our team operations. For an informal discussion about the role, please contact the duty manager via email on customer.servicemanagement@cambridgeshire.gov.uk
Services You Will Handle:
You will manage calls for a range of Council services, including Highways, Libraries, Registration of Births, Deaths & Marriages, Waste Management, Blue Badges, Concessionary Bus Passes, Children's & Adults Social Care, and School Admissions.
About you
About You:
We are looking for professional and friendly individuals with excellent communication skills. If you are self-motivated, able to work independently and as part of a team, this role could be perfect for you.
No prior contact centre experience is necessary; our bespoke induction includes a comprehensive training program. We do ask for the following:
- English qualification GCSE Grade 4 (C) or equivalent.
- Customer Service experience.
- Confidence in ICT.
Ready to make a difference? Apply now and join our dedicated team!
Our benefits
We value our colleagues in Cambridgeshire County Council and have developed a number of benefits in addition to the basics like annual leave, sick pay, pension and mileage…
- A comprehensive wellbeing package to cover all aspects of wellbeing, both in and out of work, which can also be accessed by your family
- 25 days annual leave (pro-rata). Buy up to 4 weeks additional annual leave (pro-rata) through our salary sacrifice scheme
- Take your bank holidays flexibly to better suit your personal circumstances
- Make Additional Voluntary Contributions (Shared AVCs) to your pension with tax and National Insurance savings
- Access to development opportunities, apprenticeships and qualified coaches to support your personal and professional growth
- Paid volunteering hours each year so you can make a positive impact on our community during your normal working day
- Access to Peer Support Groups through our IDEAL staff equality, diversity and inclusion network
- Opportunities to nominate and receive Employee Recognition Awards
- An Our Cambs Rewards account, giving you access to in-store and online discounts as well as our Car Lease and Cycle to Work schemes
Take a look at our Employment Benefits Brochure attached to this advert to find out more.
About us
Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.
Our four values are central to our culture, driving everything we do.
We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we firmly believe benefits our colleagues, the organisation and our communities. If you don’t meet every single requirement in the job role but think this could be you, please don’t be put off. We are committed to building a workplace that is compassionate and inclusive as well as diverse, so if you think you could be a good candidate for this role please consider applying and speak to the recruiting manager if you have any questions.
Our Equality, Diversity and Inclusion Strategy, along with our employee network 'IDEAL' and self-organised peer support groups help us to foster an inclusive, supportive and safe working environment where people feel valued, respected, and empowered. We collect relevant diversity data for monitoring as part of the recruitment process to understand the diversity of our applicants and monitor any trends throughout the recruitment processes so that we can take meaningful action.
We are proud to be a Disability Confident Employer. We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager, whose details can be found in the advert, to discuss any adjustment needs. Some examples of adjustments could include additional time to complete an assessment or printing a document on pastel coloured paper with larger font size and line spacing. We would value talking about what might be possible to enable you to join us and thrive, so if there is something that would help you to do your best during your journey with us, please get in touch.
Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion.
Attached documents
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