Our Customer Services team is the first point of contact for all customers contacting the council - whether they get in touch via the telephone, a web form or web chat, social media, or in-person. More than this though, you’ll answer questions and enquiries on behalf of a variety of different services and make decisions for our back-office teams.

Whether you are supporting customers on the phone, replying to social media comments or meeting customers in the Maidstone Link, you’ll handle it all with exceptional levels of service. You’ll play a big part in helping us develop our social media and digital presence too - providing digital support, sometimes to customers who are resistant to new technology, as well as identifying any issues in the process and working with the Digital Team to ensure improvements.

It’s a role that will put your multi-tasking skills to full use, as you manage a high-volume of contacts across a full range of channels – so organisational skills will be essential too. What’s more, you’ll need to be IT literate and confident explaining digital processes to people clearly. Previous contact centre experience, excellent communication, people and team-work skills will all be needed. Even more importantly, you’ll share our commitment to customer service.

The Council considers this to be customer focused role 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.

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.

2 x Full-time positions working 37 hours per week, Monday-Friday

PREVIOUS APPLICANTS NEED NOT APPLY

For further information or to discuss this opportunity in more detail, please contact Jenny Madley, Customer Services Team Leader on 01622 602653 or Hayley Thompson, Customer Services Team Leader on 01622 602654.

Interview date: TBC