JOB TITLE Contact Centre Agent
POST NUMBER 000287
WEEKLY WORKING HOURS 37
SALARY RANGE £25,992 to £28,624 - pro rata for hours worked
TYPE OF CONTRACT Fixed Term – One Year
LOCATION Stevenage
ABOUT THE ROLE
As a Contact Centre Agent, you will act as a professional and caring first-point-of-contact, providing help and advice to customers with a diverse range of queries, questions and situations.
The position is based in our Customer Service Centre, just a moment’s walk away from Stevenage bus and train stations in the town centre.
As an employee you will benefit from:
• Discounted Health & Fitness membership
• Discounts from retailers within the town
• A competitive, final contributory final salary pension scheme
• Job share opportunities
Many of our successful Contact Centre Agents progress to more senior roles within Customer Services or advance to other roles throughout the Council.
ABOUT YOU
The successful candidate:
• Customer focussed and has the ability to take ownership and use initiative. Will have a strong belief in providing outstanding Customer Service, understand the needs of the customer quickly and help them receive the service that is right for them.
• Demonstrate good IT skills, accurately and efficiently input, retrieve and amend data in the relevant systems, sometimes at speed and under pressure and have a basic knowledge of Word & Excel.
• Have excellent time keeping skills, a flexible approach, and good written and verbal communication skills.
• The Centre is open from 9:00 to 17:00 Monday to Friday (maximum of 8 hours a day with paid breaks).
OUR BENEFITS
• Pension Scheme: We offer a career average pension scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
• Flexible working: available upon request, subject to operational requirements.
• Part time and Job share opportunities - all our full-time vacancies are open to job share unless otherwise stated.
• A variety of different types of paid and unpaid leave covering emergency and planned leave, maternity, paternity, adoption and parental leave.
• 25 days holiday rising to 31 days (depending on Local Government service)
• An extensive range of learning and development opportunities
• Employee Assistance Programme – 24/7 Confidential advice and support on personal, work, family and relationship issues
• Season ticket loans and discounts for public transport
• Cycle to Work scheme
• Stevenage Credit Union: secure savings, free life insurance and access to cheap loans.
• Employee Discounts: via monthly paid membership of the Civil Service Sports Council (CSSC)
• Discounted Health and Fitness membership
• Trade Unions: For a small fee, all employees have the opportunity to join a Trade Union.
HOW TO APPLY
All applications must be made on online - please visit https://jobs.stevenage.gov.uk/StevenageBorough/Home
If you have applied within the last six months you do not need to make another application.
For an informal discussion about this role please contact
Name: Nicola Loughrey
Job Title: Operational Manager of People and Services
Phone Number: 07852 434 570
Email: nicola.loughrey@stevenage.gov.uk
Closing date for receipt of applications: Sunday 20th April 2025
Interview Information
Telephone Interviews – you will be contacted 5 days before the interview with a date.
Face to Face interviews – if successful at telephone interview you will be provided with 5 days’ notice of an interview date
Please note that if we receive a large volume of applications for this role, we reserve the right to close this vacancy ahead of the published closing date
Stevenage Borough Council (SBC) is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff, volunteers and recruitment candidates to share this commitment. SBC shall take all reasonable steps to employ staff who are safe to work with children, young people and vulnerable adults. For posts identified with regular contact with these groups applicants will be required to undertake a Value Based Interview. The council supports the legislative requirements for employing and maintaining safer staff and the guidance specified by Hertfordshire Safeguarding Adults Board
Stevenage Borough Council is committed to Equal Opportunities for All. For further information please click https://www.stevenage.gov.uk/about-the-council/jobs-and-careers/equal-opportunities
