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Jobs at Aberdeenshire Council
Customer Service Advisor Role
Aberdeenshire Council is committed to service excellence and providing a high quality, customer focused service. Customer Services sit within the Customer and Digital Services team, under the Business Services directorate.
All our customers have the right to be treated fairly when using our services and all employees should follow the
Customer Service Charter when dealing with our customers.
Our Customer Service Advisors are the first point of contact for Aberdeenshire Council and first impressions count.
Using excellent communication and listening skills, and completing detailed training packages, Advisors resolve many different queries across a variety of services, including Housing, Waste, Council Tax, Roads, Social Care and General Enquiries. These queries can come via email, web chat, phone call, or in-person at a service point.
What kind of queries are received?
Get a taste of the types of questions Customer Service Advisers answer on a day-to-day basis.
We have a total of approximately forty full-time equivalent advisors in the team, working a variety of full and part-time shifts. They are based in hubs across Aberdeenshire ranging in team size.
The role offers hybrid working. Where possible, advisors will work a minimum of three days per week in a hub closest to their home address to avoid the need for unnecessary travel, supporting a healthy work/life balance. However, there may be a requirement for full-time office working, or travel to another hub to provide cover. All working arrangements will are determined by the needs of the service.
The full-time working pattern is Monday – Friday 0845 – 1700
*the shift pattern for a part-time role will be specified
“I’m Michelle Milne and I’m the Customer Service Manager at Aberdeenshire Council.
Customer Services is made up of a number of teams, including a Feedback Team, Training Team, Development Team and the largest team of front-line Customer Service Advisors – the team we are currently recruiting to.
Front-line Advisors deal with enquiries received from customers by telephone, face-to-face, email and web chat. Enquiries are also across a range of services such as Housing, Waste, Council Tax, Roads, Social Care and General Enquiries.
We are looking for positive, enthusiastic individuals to join the team. Someone with a can-do attitude, who enjoys helping people. You need to have IT skills, as everything we do is recorded on various computer systems and you need to be able to multi-task – the ability to speak to someone whilst recording their details at the same time, will greatly help you in the role.
Flexibility of approach is needed within the role as Advisors need to work face-to-face or dealing with telephone calls, dependent on customer demand.
In return, we will offer you a comprehensive training package. We have dedicated Training Officers within Customer Services who will fully support you to undertake the role. You will also have access to a wide range of Council training packages, as well as the opportunity to apply for additional qualifications, such as graduate degrees or management diplomas.
You will be allocated a base at one of our office hubs across Aberdeenshire, but there may also be a requirement to work in different offices based near you.
In addition, we offer a hybrid approach to working, meaning you can choose to work up to 2 days a week at home.
Aberdeenshire Council also offers many opportunities for progression, either within Customer Services or across the wider organisation.
If you think this role is for you, then please complete an application form. Take the opportunity to sell yourself to us and explain how your previous experience matches what we are looking for – make yourself stand out!
We look forward to hearing from you!”
Hear what our CSAs have to say
A few testimonials from the team
Training
Training you will receive and the format it will take
Career Progression
An overview of potential opportunities if you want to progress
Terms and Conditions
A few basics such as annual leave
Employee Benefits
Aberdeenshire Council offers a wide range of employee benefits that add value to your salary and contribute to your well-being. Travel Expenses – employees can claim reimbursement of business mileage when travelling to offices other than their approved base.
Diversity and Equality Awareness
The Council aspires to be a productive organisation that values diversity and utilises the widest possible sources of talent from all sectors of the community.
VACANCIES
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