Job Description

Salary

Grade 6 (25,561-27,341)

Contractual hours

37

Basis

Full time

Region

South

Job category/type

Customer Services

Date posted

25/04/2025

Job reference

002133

About Maidstone Borough Council:

Maidstone Borough Council is a confident organisation with ambition and aspirations to deliver high quality services to our residents and local businesses. We strive to make the borough an attractive place for all and secure a successful economy. We continue to build on our strengths - assets, knowledge and expertise and our track record for innovation and improvement to create a financially sustainable future so that we can continue with our undiminished plans.



We will only achieve the results we are aiming for through the talents and hard work of all our people. You are encouraged to become part of our vision and in return you can expect support, training, and fair reward from us. We will give you the opportunity to develop the skills to do your job well and create a positive working environment where your ideas about improving how we do things are valued and we manage the changes needed for new ways of working well.

About the Role:

You will be working in a busy and challenging environment answering customer enquiries across a range of contact methods. It is a fast-paced department where no two days are the same, so you will need to be resilient and open to learning something new every day.



With supporting customers at the heart of the job, you will be polite and empathetic to the people who contact us. Through the use of positive language, you will also need to be firm and not afraid to challenge difficult behaviours at times.



We have an exciting opportunity for a Customer Service Advisor to join our team, helping the people of Maidstone access the services we deliver. We do this over the phone, through promotion of our online services, webchat, emails, social media, and face-to-face.

About You:

Are you a great team player and confident communicator? If so, we want to hear from you!



We have an exciting opportunity for a Customer Service Advisor to join our team, helping the people of Maidstone access the services we deliver. We do this over the phone, through promotion of our online services, webchat, emails, social media, and face-to-face.

Are you...?

Driven and committed to providing excellent service to our customers Enthusiastic and friendly Relatable with a confident telephone manner Able to effectively listen, showing patience and empathy to our customers Flexible and able to multi-task, carrying out your role across all of our contact methods Able to use your own initiative to make decisions, but also work as part of a team Adaptable and calm under pressure

Key requirements:

Educated to GCSE standard (or equivalent, including English & Maths at a grade 4 or above) Relevant experience in a customer service environment (a minimum 6 months in a contact centre or dealing with challenging customers over the telephone) The ability to work on various computer systems at the same time. You will need accurate keyboard skills with the ability to talk and type at the same time (a quick typing speed would be ideal) Excellent communication skills, including listening and using simple language with the ability to remain calm and professional at all times




The Council considers these to be customer focused roles and the ability to converse at ease with customers adapting communication style to suit differing audiences and provide advice in accurate spoken English is fundamental to the role.

Our Offer:

A range of benefits including:
Highly flexible hybrid working opportunities Generous holiday entitlement which increases after 5 years LG service plus bank holidays with the option to buy additional leave. Additional 3 days leave given to enable a close down of the offices between Christmas and New year. Free parking Invitations to staff events to celebrate success and support wellbeing that include holistic therapies and outdoor activities Employee Assistance Programme which provides confidential & independent information and access to counsellors Local Government Pension Scheme (LGPS) with valuable life cover and financial protection for your family. Life Assurance - three times your annual salary (for members of the LGPS) Season Ticket Loan - to help with the cost of your rail/ bus journey, to & from work Lease car salary sacrifice scheme allowing you to lease a brand-new car. The monthly fee includes insurance, servicing and road tax. Annual flu vaccine Cycle to work scheme Staff benefits discounts on leisure, eating out, holidays and shopping Excellent learning and career opportunities for committed individuals

Selection Process:

Following the submission of your application form, it will be reviewed by the recruiting manager. You will initially be invited for a telephone interview and then those that are successful in securing a face to face interview can expect job specific interview assessment, and an opportunity to shadow with one of the team.



Maidstone Borough Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employee and volunteers to share this commitment.



If you would like to discuss this position, please contact Louise Goodsell, Customer Services Manager on 01622 602655.

& Person Specification



Interview Date: TBC