Customer Advisor

We are pleased to present an exciting opportunity to join the Libraries and East Riding Council's Customer Services team as a Customer Advisor. This role is based at the welcoming Haltemprice Library and Customer Services Centre in Anlaby, offering a chance to make a tangible difference in the local community.

This is more than just a job; it's an invitation to be part of an organization that values its employees. As an employer of choice, we offer a competitive salary coupled with a comprehensive benefits package designed to enhance your well-being and financial security. These include:

• Generous leave entitlement: Enjoy a healthy work-life balance with ample paid time off.
• Access to employer pension scheme: Secure your future with our supportive pension offering.
• Reduced cost membership at our Leisure Centres: Stay active and healthy with discounted access to local leisure facilities.
• Shop and Save discounts: Benefit from exclusive discounts at a variety of local businesses.

What You Will Be Doing:

As a Customer Advisor, your primary focus will be on delivering exceptional customer and library services. You will be the first point of contact for local residents, providing high-quality transactional, enquiry, and information services. Your role will involve engaging with customers through various channels, including face-to-face interactions, telephone calls, and email, addressing a wide spectrum of enquiries related to all council services. This includes, but is not limited to, queries concerning council tax, housing benefits, and requests for services such as bulky waste collections and blue badge applications.

A key aspect of this role involves actively engaging with customers and local partners to promote and develop the service. You will play a vital part in encouraging the use of self-service information facilities and championing our Health Agenda initiatives. Furthermore, you'll contribute to the vibrant atmosphere of the centre by supporting various activities, such as children's programs like Bounce and Rhyme, and adult group sessions.

What We Are Looking For:

We are seeking a friendly and confident individual with a passion for delivering outstanding customer care and strong organizational skills. If you thrive on interacting with people of all ages and possess the ability to de-escalate and effectively manage challenging situations with a calm demeanor, even under pressure, this role is ideal for you.

Excellent communication skills and an enthusiastic approach to customer service are essential. While this is a challenging and demanding role, rest assured that comprehensive training will be provided.

Key Considerations for Candidates:

• Experience: This position would particularly suit individuals with prior experience working with the public and handling telephone enquiries.
• Physical Demands: The role can be physically demanding and involves movement around the workplace, assisting customers, managing library stock (moving to and from shelves, restocking displays), and handling deliveries of library materials and supplies.
• Qualifications: Applicants will be required to provide evidence of qualifications if shortlisted for an interview.
• Digital Skills: Interviewees will undertake a digital skills test as part of the interview process, highlighting the importance of technological proficiency.
• DBS Check: A Basic Disclosure and Barring Service (DBS) check will be required for the successful applicant.
• Work Schedule: Please note the detailed rotating work schedules for both Post 1 (30.5 hours per week) and Post 2 (28 hours per week). Careful review of these schedules is recommended to ensure alignment with your personal commitments.

Career Path Guidance:

This Customer Advisor role offers a fantastic foundation for a career in public service and customer relations. The broad range of enquiries you will handle will equip you with invaluable knowledge of council operations and a deep understanding of community needs. The emphasis on promoting services and engaging with partners will hone your communication, negotiation, and outreach skills. The experience gained in managing diverse customer interactions, from routine transactions to problem-solving, will be highly transferable to a variety of roles within the public sector and beyond. Furthermore, the opportunity to support community events and initiatives allows for personal development and contribution to local enrichment, fostering a sense of purpose and impact.

Application Tip: When completing your supporting statement, please ensure you provide specific examples that directly address each point detailed in the essential criteria of the employee specification. This will significantly strengthen your application.