Resolution Champion
Resolution Champion
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Job Alert
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£ 25119 - 31364
1 Vacancy
Job Description
#internal
Please note this vacancy is only available to Birmingham City Council employees.
Resolution Champion
Permanent
Grade
Consultation grade - subject to formal evaluation under the Pay Equity Review
Working 36.5 hours per week
This position is within the Contact Centre Revenues and Benefits Team. The role will include dealing with enquiries and complaints received directly from Contact Centre Advisors or the Service Area and to find resolutions for citizens. The aim is to find a resolution at first point of contact wherever possible ensuring services interface seamlessly delivering excellent standards of customer care and consistently delivering high quality information and advice on all aspects of the councils services. Customer service knowledge within the Revenues and Benefits service is essential.
Customer Services has strategic and operational responsibility for the corporate contact centre and the Citys online customer service delivery. The latter includes the corporate website and the delivery of the new BRUM Account and associated online citizen services. The contact centre handles more than 2 million calls per year and around 240000 other items i.e. emails letters social media requests etc. It employs 300 staff and is operational 8am - 8pm Monday to Friday.
It regularly handles calls in more than 30 different languages and is the first point of contact for citizens with queries and requests in respect of 20 different services across the Council including Waste Management Housing Repairs Council Tax Benefits Rents Housing Options Childrens Services and Tenancy Estate Management.
We are looking for a candidate who is an expert in customer services and can demonstrate advanced system service area and customer knowledge within current contact centre operations.
The role will include picking up enquiries and or complaints received directly from Contact Centre Advisors or the Service Area and to find resolutions for citizens. To aim to find a resolution at first point of contact wherever possible ensuring services interface seamlessly with back office departments delivering excellent standards of customer care and consistently delivering high quality information and advice on all aspects of the councils services.
The successful candidate will ideally demonstrate excellent knowledge of the current contact centre processes for theRevenues and Benefitsserviceas well as Complaints Handling skills.
For any informal enquires please contact
Please upload your up-to-date CV via the attachments part of your application this is required for shortlisting. Unfortunately we cannot consider any applications without a CV attached.
Birmingham City Council is an accredited Disability Confident Leader employer andwe arecommitted to employing retaining and developing all of our people.
We want to ensure your recruitment journey with us is a positive and equitable one so please let us know if there are any reasonable adjustments additional support accessibility needs or if there is any way in which we can support you through your application.
We are dedicated to supporting internal mobility and the development of our people. As such applications from internal employees and those under S118 will be given priority and reviewed before external applications are considered.
We welcome applications from people with caring responsibilities and flexible working options will be considered.
Proof of Right to work in the UK will be required for all applicants in accordance withUK Home Office requirements before any employment offer can be confirmed.
Job Description and PersonSpecification
We strive to advertise all roles for a minimum of two weeks. However due to high application volumes vacancies may close earlier than the stated deadline. We encourage you to submit your application without delay to ensure consideration.
Employment Type
Full-Time
