Contact Centre Advisor - Person specification

Job title: Contact Centre Advisor

Post reference: 1319CORA

Grade: 2

Key requirements:  

Priority 1 – Could not do the job without this

Priority 2 – Could not do the job without this, but provided have Priority 1 criteria, this could be developed in the job over an acceptable period

Priority 3 – Would enhance performance in the job, but is not essential

Qualifications  

1. GCSEs Grade C or above (or equivalent) English & Maths. Note: GCSEs are recognised at Level 2 under the ‘National Qualifications & Credit Framework’ (QCF), therefore alternative qualifications would need to be at level 2 – Priority 2.
2. RSA II typing/word processing/integrated Business Technology – Priority 3.
3. To possess or be committed to work towards NVQ Level 2 in Customer Services – Priority 3.

Knowledge

1. Knowledge of Microsoft applications - Priority 1.
2. Knowledge of CRM systems – Priority 3.

Experience

1. Experience of dealing with enquiries and complaints received from the public – Priority 1.
2. General administrative/office experience – Priority 1.
3. To have a customer friendly and professional manner at all times, when dealing with customers and staff - Priority 1.
4. Ability to show empathy to customers – Priority 1.
5. Data protection, General Data protection Regulations in the use of personal records and confidential information – Priority 1.
6. General experience of Council and/or other statutory services – Priority 2.
7. Ability to correctly and precisely process card payments and update relevant systems – Priority 2.
8. Ability to remain calm when dealing with stressful situations and irate customers – Priority1
9. Ability to communicate, both written and verbal, and interpersonal skills e.g. tact with customers and colleagues – Priority 2
10. Ability to interpret information and solve problems for customers – Priority 2

Skills

1. IT Literate using are range of IT systems – Priority 1.
2. Communication skills – Priority 1.
3. Collation and analysis of data – Priority 3.
4. Show understanding and a commitment to equal opportunities and diversity and help people from different backgrounds and learning – Priority 2

 

 

---

Last Updated on Thursday, April 24, 2025