Being the voice of Buckinghamshire Council
The Customer Service Centre at Buckinghamshire Council are hiring Customer Service Advisors to join their friendly team. We spoke to Claire, Customer Service Advisor, who told us more about her role:
“Hi, I’m Claire, and I work as a Customer Service Advisor in the Customer Service Centre at Buckinghamshire Council. From a young age, I have always worked in Customer Service, which lead me to take my first job as a Shop Assistant on a farm, to then work in high street retail, and later have a career in the motor trade. Customer Service, and interacting with the public, is something I really enjoy. Therefore, when the opportunity at Buckinghamshire Council came up, I jumped at it!
I joined the Council in November 2019 as a Customer Service Advisor, where I handled housing enquiries with regards to homelessness prevention, and managed registrations for Bucks Home Choice, the Social Housing register. Each case was unique, and involved taking incoming calls, starting the foundations of the casefile for the applicant. For customers requesting homelessness prevention assistance, I prioritised their cases based on the information they provided me. The situations would vary from landlord evictions, relationship breakdowns, fleeing domestic abuse, and inhabitable living conditions.
In February 2022 structural changes took place within our newly developed Customer Service Centre, so I am still handling housing calls, but am less involved in the casework with regards to homelessness prevention. My current role is varied, and I am the first point of call for general enquiries for customers who call Buckinghamshire Council. My main responsibilities include answering incoming calls for the general enquiry and housing lines, ensuring that customers are directed to the right place or person. I also assist with web chats and the online general enquiry service, which enables me to gain exposure to other departments — something I really enjoy!
Our working environment is positive, and management are very supportive — it’s great to be part of a team that you can call your friends too! Between us, we have a wealth of knowledge, so I am confident I can reach out to any colleague for assistance. Even colleagues in wider areas of the Council are so helpful and friendly, as everyone has a shared vision and knows we are trying to reach a resolution for the customer.
The most rewarding part of my role is when customers say ‘thank you’ for my help and provide positive feedback. Customers appreciate the customer care and understanding we provide. To know that you have helped someone, however small, a heartfelt thank you is what makes the job so rewarding.
It’s an exciting time to join the Customer Service Centre! Since becoming a Unitary Authority, there have been some new changes within Bucks as it continues to develop. It is an exciting time to be part of these changes and help and improve our newly reformed Council.
For those who are thinking of applying, I would say go for it — I’ve found the Council to be a great place to work. One thing I love is the support that management gives you throughout your career. They encourage learning, training, and development — whether that’s in your current role, or helping you progress through the Council. The offer of flexible working can also fit in nicely with your lifestyle and allows you to be more productive.”
Are you interested in joining Claire and her wider team? Learn more and apply: https://jobs.buckinghamshire.gov.uk/job_detail/253919/
