Customer Service Advisor

Job Introduction

About Us

Customer Service Advisers are the first point of contact with members of the public, partners, agencies and other teams and services, handling enquiries via a variety of channels and signposting to information and services appropriately.

The Customer Experience Function supports the empowerment, independence and self-serving ability of our customers. 

Our vision is ‘to provide excellence in Customer Service to the residents and visitors to Oxfordshire’.

We provide Customer Service support Monday-Friday 8:30-17:00 and offer hybrid working arrangements.

About the Role

We are looking for new colleagues to work for the Customer Service Centre in Oxford. The Customer Service Centre is the gateway to many services Oxfordshire County Council offer and you will be joining us at an exciting time as we support Oxfordshire County Council's move to deliver services digitally and ensure the right levels of assistance are in place to support our customers. We are always learning and daring to do things differently by continuously improving our services and support for our residents and visitors. 

The job holder will be first point of contact across Oxfordshire and will be expected to deliver an efficient and effective service to customers whilst maintaining high standards of customer service.

This post holder is responsible for ensuring that all relevant County policies and procedures are adhered to and concerns are raised in accordance with these policies. 

Duties include answering customers enquiries by phone, using a headset and laptop, email, and social media.  Processing customer applications for our services and assessing their eligibility for them against a range of statutory duties, guidelines and Council policies. Looking up information for customers on computers and either resolving their enquiries or providing them with other sources of information as necessary. Searching, reading and entering customer details and enquiries into a range of database systems. Other duties will include answering queries from Webchat and Social Media and providing face to face support to visitors and residents of Oxfordshire from our reception area at County Hall.

About you 

If you have spare time and would like to earn some extra money, or if you would like to work out of office hours or during school holidays then please read on.

Are you an effective listener & do you have excellent verbal communication skills with a wide range of people and the ability to deal empathetically with difficult or upsetting conversations whilst remaining professional?

Do you have a demonstrable ability with regards to computer skills, including excellent work processing capabilities, proficiency with email, internet applications, databases and MS office?

Do you have the ability to produce written reports to a high standard?

Do you have a genuine interest and desire to help others and an understanding and empathy towards the needs of others.

Do you have an ability to operate with integrity showing an openness to learn from feedback?

Do you have previous experience in Customer Service roles?

 If so then this could be the role for you.

Rewards and Benefits

• Culture of flexible working 
• Technology to support agile working where role permits
• Employee Assistance Programme including access to health and wellbeing support
• Local and national discounts for shopping and travel
• Great learning and development opportunities to support your ongoing development.

Our commitment to:
 Equality, Diversity and Inclusion

At Oxfordshire County Council we are proud of our diverse workforce. Everyone is accepted for who they are, regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, or on maternity or family leave. We have a number of staff network groups which provide peer support, education and safe spaces for all.

Our commitment to:
Guaranteed Interview Schemes

As a Disability Confident employer, we guarantee an interview for disabled applicants who meet the essential criteria for the job. We also guarantee interviews to care leavers who have completed further education and who meet the essential criteria for the job. For those leaving care without any further education, we guarantee an interview for our apprenticeships. We are also committed to helping and supporting those transitioning from HM Armed Forces to civilian life and guarantee an interview for those demonstrating the essential criteria for the role, within three years of leaving the service.

Our commitment to:
Safeguarding

Oxfordshire County Council are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect these commitments.

Our commitment to:
Flexible Working

We are open to discussions about flexible working, which can include flexi-time, part time working, job sharing, nine-day fortnights and annualised hours, depending on the requirements of the role and the service.

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If you encounter any technical issues with the application system, please contact us at: careers@oxfordshire.gov.uk