Job profile

Permanent contract   

£20,258 - £24,496 ( Pay award pending)

37 hours per week (opening hours are 8.30am to 5pm Monday to Thursday; 8.30am to 4.30pm Friday) 

We are more than just a customer service – we support our communities by helping people access council services, understand their entitlements, and help safeguard vulnerable members of our communities, identifying when they need additional support. We are a vital key worker service.  

You will be part of a team representing the front face of Teignbridge District Council, dealing with all routine telephone enquires using a variety of digital systems. attempting to resolve all queries at first point of contact, retaining ownership of the query through to completion.  

At all times your focus will be to ensure our customers are given the best service possible. 

The ideal candidate will have:

• Good level of literacy and numeracy [equivalent to GCSE English and Maths Grade C or above, Grade 4 above from 2018]. 
• Experience in delivering front-line customer service in an inbound telephony-based contact centre.  
• Experience of working as part of a team, where customer care is a key factor.  
• The ability to communicate effectively with customers, colleagues, and council officers with clarity both orally and in writing.  
• The ability to work with minimal supervision and on own initiative with consistent accuracy and attention to detail. 
• The skills to deal with distressed, irate, and upset members of the public in a sympathetic and tactful manner.  
• The drive to learn and use IT systems effectively to gather, store and process information accurately.  
• The skills to multi-task including recording customer interactions via computerised systems whilst conversing with the customer. 
• The skills to influence and empower customers to try new behaviours and acquire digital skills. 
• Take time to create effective working relationships.

We can offer the following: 

• Home working options (after successful completion of probation period). 
• Flexi-leave accrual scheme.
• Career grade scheme and support for training and development in the role. 
• Local Government Pension Scheme. 
• Generous annual leave and wellbeing package. 
• Generously discounted gym membership at Teignbridge District Council Leisure Centres. 
• Opportunities for career and self-development .

Read the job description and person specification - it will help you understand whether your knowledge, skills and experience match the job requirements. In your supporting statement please tell us how you meet each of the essential criteria we ask for in the person specification. 

Closing Date:    Sunday 24th September 2023 @ Midnight

Interview Date:  Thursday 28th & Friday 29th September 2023

For an informal discussion please contact Graham Rees on 01626 215503