Customer Fulfilment Advisor

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

The Customer Fulfilment Centre (CFC) Advisor is a crucial service delivery role in the Customer Fulfilment Centre whichassistsby providing high performing, effective and consistent services to residents,businesses and partners.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

Your role will bevaried,and youwilldealwith a range ofenquiriesface to face,over the telephone,by emailand text messaging.

You willbe required to:

• Provide excellent customer service by givingaccurateand up to date advice
• Understand the needs of customers and handling difficult situations in a sensitive way
• Useseveralsystems to input and extract information, so experience of using avarietyof computer package sis desirable

• Youmusthave experience ofworking in a Call Centre environment and working as part of a team to provide the best possiblecustomerservice.
• You will havegood communication skills andhave the ability todeal with a broad range of customer enquiries.
• You will have a high degree of self-motivation and initiative and fit comfortably in a fast-paced and busy Customer Fulfilment Centre.
• Experience of using a variety of computer packages in order toextract and input customer and other information

You’llbe part of a team that relies oneach individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day,you’llalso be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Our vision is to ensure that Reading realises its potential asa great placeto live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

work collaboratively, with each other and with our partners, anddemonstratethe Team Reading values in everything we do

show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential

be demanding of our own performance – striving to be even better – and be prepared to engage with and challenge leaders in a constructive and positive way

maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambitionisstrongly encouraged, andyou’llget a great feel for that working in our friendly and collaborative environment.

A competitive salary alongside a range of benefits including:

• Generous holiday entitlement - 25days holiday each year plus bank holidays - rising to 33days after 10 years' service, with theoptionto buyadditionalleave
• A wide range of flexible working opportunities
• Modern working environment at the Civic Offices in the heart of Reading
• On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted, and a salary sacrifice scheme to help lower the cost of your nursery fees
• 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, greener car for three years. The monthly fee includes insurance,servicing and road tax

For more information on this position please contact

Ben Shiell, Customer Fulfilment Centre Operations Managerat