Contact Centre Advisor

Job Introduction

Our Story:

Halton is a vibrant local authority with a rich history and heritage, featuring two iconic bridges that connect communities across the River Mersey. Located in Cheshire, Halton boasts excellent transport links between Liverpool and Manchester, as well as close proximity to both Liverpool John Lennon and Manchester Airports.

Our progressive community strategy aims to bring about meaningful, long-term improvements that enhance lives. It’s an exciting time to join us as we develop new policies and transform the way people access services.

We are immensely proud that when asked what’s great about working for Halton, the most popular response from our workforce has been ‘our colleagues’.

Our Team:

The Contact Centre take pride in delivering council services on behalf of our back-office colleagues. We strive to add value to each enquiry by taking ownership and delivering the right outcome at the first enquiry.

To this end, whilst the team work independently and take responsibility of customers’ calls, the team work very closely and collaboratively, providing support to each other, even when working remotely, to provide customers with the correct advice and outcome using various application and communication tools.

Hours:

We have 3 roles available - 2 x 37 hour posts, 1 x 20 hour post. Please note that the Contact Centre Team work on a rota-basis covering Monday to Friday 07:45-18:15.

Your Contributions:

As a Contact Centre Advisor, you will deliver excellent customer service to the people of Halton, progressing customer calls relating to any of our Council Services and resolving them to completion as far as possible. You will also take calls to Halton’s Telehealth service, assessing the nature of the call and taking the appropriate response based on agreed protocols.

Customer enquiries can be complex and distressing for them and the solutions may require action form more than one department. However, you will deliver a simple, clear and accurate outcome for each enquiry.

Our Offer:

Aside from working with a great team, our employees have access to a fantastic range of benefits, including:

A generous annual holiday allowance starting at 34 days per year (including bank holidays), increasing with long service (pro-rata for part-time employees)

Membership of our defined benefit, salary-linked Local Government Pension Scheme (LGPS) with generous employer contributions

3 x Salary Life Cover via Local Government Pension Scheme

Investment in your personal development

Free Car Parking at HBC sites

Car leasing schemes

Next Steps:

At Halton Borough Council, we want all of our candidates to feel well-informed so if you would like to have an informal chat about this role, please contact the Contact Centre Team Leader on 0151 511 7650.

Interviews will take place w/c 28th April (subject to change).

At Halton Borough Council we want to ensure that our communities are represented across our workforce and a vital part of this is to encourage diversity in all respects. We are committed to making our recruitment practices barrier-free and tailored to best suit the needs and strength of the individual. This includes making adjustments for people with a disability, neurodiversity or with long-term health conditions. If you require accommodations, please reach out during the recruitment process so that we can make this the best possible experience for you – resourcing@halton.gov.uk

Please refer to the attached Job Profile for further information about the role and our values.

We reserve the right to close this vacancy earlier than the specified date should we receive sufficient applications. If you’re interested, please complete your application as early as possible.

We look forward to receiving your application!