Contact Centre Advisor - Job Description

Job title: Contact Centre Advisor 

Post reference: 1319CORA 

Grade: 2

Responsible To: Contact Centre Supervisor (Contact Centre)

Job Purpose: To provide an efficient Switchboard function for the Council, ensuring high-quality and effective responses to all customer enquiries, while also delivering relevant administrative support, including data entry to keep software systems up-to-date. 

Key Responsibilities:

1. To act as the first point of contact for customers for both the Council, and other partners.  Dealing effectively with requests, answering queries, taking responsibility with requests, answering queries, taking responsibility for processing enquiry through to a satisfactory conclusion.
2. To demonstrate an understanding of complex processes, specifications, targets and technical knowledge by fully utilising a range of software systems.
3. To answer all telephone calls received in a friendly, polite and efficient manner in accordance with procedures, service standards, performance indicators and service level agreements and, if relevant, following scripting via the CRM system.
4. To understand and promote digital services and support customers in the use of on-line services.
5. To be aware of and aim to meet agreed performance targets.
6. To be aware of and have knowledge of core business of the Council and its key partners, e.g. Nottinghamshire County Council.
7. To note any particular special needs or access requirement for customers to ensure that their needs are met during service delivery.
8. To deal with sensitive issues in an empathetic manner.
9. To update all relevant databases as necessary to ensure up-to-date information is available, including CRM, Northgate and Keyfax.
10. To highlight any blockages to service delivery to the Contact Centre Supervisor.
11. To carry out any administrative duties that support the Contact Centre service.
12. To assist in data entry as required under the terms of any Service Level Agreement.
13. To operate and maintain manual and computerised information systems.
14. To be effective team member of the Customer Services department and deliver a range of services within prescribed timescales.
15. The ability to effectively communicate with members of the public, Elected Members and Officers of the Council and its key partner organisations.
16. Creating and sending repair acknowledgment letters.
17. Raising repair works instructions on Task in accordance with policy and booking appointments on the DRS System.
18. Processing telephone payments e.g. Branching out, Key Safes, Rents, Tenancy References, Community Centres and other monies due to the Council
19. Promoting and arranging Lifeline and Keysafe installations.
20. Data input for Sure Group repairs.
21. Accessing Tell Us Once System and informing relevant departments with the correct information.
22. Sending out relevant paperwork to customers re termination of tenancies and any other forms that need to be completed.
23. Sign posting for digital services and Organisational signposting.
24. Checking that telephone line has transferred to Out of Hours team and they have received the out of hour’s rota.
25. Logging attendance information for tenant events/liaising with the Tenant Engagement Officer.
26. Processing digital transactions including web forms, live chat, my account and Customer Service emails.
27. Any other duties commensurate with the grade level.

The post holder is required to carry out any other duties appropriate for the grade and responsibility level of the post.

The post holder will be required to comply with relevant legislation and in accordance with the Council’s policies and procedures.

The post holder will be employed under the NJC Conditions of Service for Local Government Services.

 

 

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Last Updated on Thursday, April 24, 2025