We are Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Requirements
Position - Customer Service Advisor
Fixed Term - until 30/06/2024 with potential for extension
Location - Leeds, United Kingdom. Once a period of training is completed candidates will be able to work on a hybrid basis.
Working hours: 9am – 5pm working Monday – Friday
Skills: Customer service, strong communication skills, strong telephone manner, recording keeping & administration
Your role will be responsible for delivering a service to external local council customers for various services including Revenues & Benefits.
Key Responsibilities:
- To provide a service via telephone, ensuring that calls are answered in an appropriate manner and in-line with company policies.
- To act as an advocate for the customer, liaising between the customer and the service area.
- To provide resolution at the first point of contact wherever possible.
- Provide information, advice and services to customers on behalf of the relevant local council, its partners and other local/national agencies.
- To access eligibility for a range of benefits and services, identifying associated services as appropriate.
- Take responsibility for resolving queries and completing the arising actions on behalf of the customer, progressing and chasing when required.
- Ensure that a full accurate electronic record of all customer interactions is maintained.
Desired Skills:
- A high level of communication skills – the ability to provide detailed information and advice in a clear and positive manner
- IT skills – ability to use a range of packages to provide, record and analyse information
- Creative approach to problem solving – able to investigate information from a range of sources
- Knowledge of admin systems such as IT, web, telephony systems
- The ability to seek out and understand the needs of customers, taking ownership and appropriate action in an ever changing environment
- The ability to recognise the diversity of customers, identifying and assessing needs and tailoring services when necessary whilst demonstrating tact and diplomacy
- The capability to demonstrate at all times high standards of personal, professional and ethical behaviour
- A high level of integrity when dealing with sensitive or confidential information
- The ability to work within a team, maintaining team spirit and team success
- The ability to proactively identify and make practical recommendations for service improvement
- Self-motivated
- Aptitude and desire to provide excellent customer service
Benefits
Life at Civica: Life at Civica is fun and flexible. We have the following benefits that make us – one of the top employers of choice and a great place to work.
Civica Foundation | Giving Culture: We encourage our people to take advantage of our Days of Difference initiative that makes a lasting impact in the community through goodness and charity.
Civica Culture | Work life balance and Blended working: Flexible working, less commuting and more time with friends and family gives a perfect work life balance to our people.
Learning and Development | Growth Opportunities: Civica has a unique 70:20:10 learning model, which supports your learning demands in an interesting, challenging & fun way!
Employee Wellbeing: Being a people-first company, we have integrated health and wellbeing benefits for our members and their family. We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day-to-day life. We are available for support when you need it most and actively encourage our people to reach out to us.
Generous Leave Policy: Civica allows you to take time off from work with generous leave benefits.
Rewards and Recognition: We recognise and appreciate our colleagues for their contribution by monetary/non-monetary recognitions and rewards.
Tenure Milestone Recognition: We value and recognise the years of service of our people.
Employee-led Affinity Groups: Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions, and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community.
Civica Accolades:
· ‘Investors in People’ – Gold: We prioritise the development of our colleagues to match their ambition.
· Great Place to Work: We are dedicated to creating an outstanding employee experience.
· Financial Times - Diversity Leader 2023: We’re committed to maintaining an inclusive and supportive culture.
· Australian Business Awards – Employer of choice.
· Top rated employer – Glassdoor: Our average length of service is 9 years.
· Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.
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