Job Introduction
Salary: £27,254– £29,540 a year pro rata
Hours: 37 hours a week
Contract type: Internal Secondment / Fixed Term for 12 months
This role is available for 12 months. Internal candidates who are permanent employees of Luton Council will be appointed on a secondment basis, while external candidates and other eligible applicants will be appointed on a fixed-term contract until 12 months.
Current Luton Council employees applying for this opportunity must obtain written approval from their manager before applying (an email will suffice). A copy of this approval must be included with the application, as we will be unable to progress applications without it.
Please note this role does not attract sponsorship.
What You’ll be doing
As a Customer Services Advisor within Adult Social Care, you will play a key role in delivering a high-quality, customer-focused service. You will manage a wide range of enquiries, including complex cases and complaints, providing accurate advice, guidance, and support to help customers access the services they need.
Working closely with colleagues and partner organisations, you will use a range of ICT systems to maintain accurate customer records, verify customer identity, and ensure compliance with data protection and relevant legislation. You will also support customers with Council processes, including debt repayment arrangements, while identifying opportunities for early help and support.
In addition to delivering excellent customer service, you will contribute to the ongoing improvement of the service by sharing knowledge with colleagues, supporting the use of digital and self-service channels, and identifying opportunities to improve processes and the customer experience.
What we’re looking for
We are looking for a customer-focused individual with experience of working in a busy customer contact environment, providing high-quality information, advice, and guidance. You will be confident handling enquiries across a range of channels, including complex or sensitive cases, and be able to communicate clearly and professionally with a wide range of customers.
You will have excellent problem-solving skills, be able to make informed decisions within agreed procedures, and balance the needs of customers with those of the Council. You'll be comfortable using multiple ICT systems and case management software, maintaining accurate records and producing clear customer documentation.
You will enjoy working as part of a team and have experience of supporting or mentoring colleagues. A good understanding of equality, diversity and inclusion is essential, along with the ability to provide services that are fair, respectful and accessible to everyone.
Knowledge of Adult Social Care, Housing, Housing Benefits, Council Tax or similar legislation would be an advantage, as would a customer service qualification or equivalent experience. Flexibility to meet the needs of the service, including occasional adjustments to working hours and travel across the borough, is also required.
About us
Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
Application Process
Applicants for this public-facing post will need to demonstrate the ability to converse, and provide effective help or advice, fluently in spoken English
On occasions, we may close a vacancy early due to a very high number of applications being received.
Benefits
Please click here to learn about Luton Council Employee Benefits.
How to apply
We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out!
Our ‘How to apply' page has more tips to help with your application: Please click here for further information.
