Enquiry and Payments Advisor RBKC619091

Enquiry and Payments Advisor RBKC619091

Job Summary:

Salary range: £30,120 - £32,346 pro rata per annum (actual salary £18,072 - £19,407 per annum)

Work location: London

Hours per week: 21.6

Contract type: Temporary up to 12 months

Vetting requirements: Standard DBS Check

Closing date: 14th November 2024

About Us:

The Royal Borough of Kensington & Chelsea is entirely focused on meeting the needs of our local community. We put people at the heart of every decision, and we listen and act when things haven't gone as planned, or when our community needs us to action something that is important to them.

This commitment to customer service is vital to our friendly colleagues, and it is against this backdrop that you could find the most interesting challenge of your career.

The Role:

Working collaboratively with the Contact Centre team, you will ensure that the switchboard operations are delivering an exceptional service to everyone who gets in touch. Building bridges with a wealth of service areas (ranging from Environmental Services through to Adult Social Care), you will ensure that the team can help our residents and businesses with a huge array of needs.

Making sure the most appropriate solutions are provided quickly and efficiently, you will nurture the determination to ensure that the customer always feels that they have been provided with a truly engaging level of support.

We will therefore expect you will ensure all communications are empathetic and helpful, whether through emails, digital platforms, or on the phone, and you will ensure personal data is being handled in line with legislation, and with sensitivity and respect.

Please refer to the Job Description for more information.

About You:

This is a great opportunity to join an experienced team who pride themselves on delivering high standards. To be equal to the challenge, you will therefore have significant customer service skills, with experience of working in a busy contact centre environment.

Coming from a similarly complex customer-focused setting, you will ideally have experience in handling inquiries, resolving issues, and providing information to the public. You will understand how to build relationships with other teams to ensure a seamless service is always provided.

Constantly looking for ways in which you can improve and deliver exceptional service, you will be a self-motivated, collaborative, and innovative individual who knows how to handle and diffuse customer concerns. Good verbal and written communication skills are essential, and you will excel at presenting information and ideas clearly and effectively to a variety of audiences.

Please apply online explaining how you meet the requirements set out in the person specification and job description. We reserve the right to extend or close this vacancy early without warning subject to the volume of suitable applicants.

Application process

Please do not upload any documents, including CVs/Covering Letters or supporting statements, as these documents will not be reviewed and could result in your application not being shortlisted.

You should describe how you meet the person specification requirements for the position you are applying for in Section G of the application form.

Additional information:

The council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff to share this commitment.

We make sure all our staff are vetted to a high standard by conducting pre-employment checks to assess and assure the trustworthiness, integrity, and ability of prospective employees. This includes validating identity, right to work in the UK, qualifications (where applicable), work history (including the investigation of gaps) and referencing. They may also involve criminal record checks (UK and overseas).

We promote equality, welcome diverse applicants, and ensure inclusivity in our recruitment and selection process.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

Information about the safeguarding of children and support for families:

Information about protecting and safeguarding yourself and others from abuse and neglect:

We do not accept speculative CVs.

If you have any queries, please contact: