Careers in Customer Access

The Customer Access Service is the contact centre for Lancashire County Council supporting and assisting the residents of Lancashire.

About us

The Customer Access Service handles the first point of contact for 28 different council services and handled over 1 million contacts in 2017/18. The service has recently introduced a new telephony platform and much of the future direction of the service will be focused on the benefits that can be drawn from the new system to enhance our customer journey.

We are committed to providing the best possible service to the citizens of Lancashire. This means reducing waiting times and backlogs; increasing the speed at which citizens receive help while never compromising on the quality of service they receive.

About you

We're always looking for the right people to our team and we recognise that our staff are the key to our success.

We deliver a variety of services and work with multiple systems and processes. This gives you a unique opportunity to expand your knowledge and develop new skills, which could take years to gain in other organisations. We will also encourage you to work in new and innovative ways.

We're looking for people who care about their job and about our customers. If this is you please read on…

The Customer Service Advisor role

As a Customer Service Advisor you will be speaking to customers on the phone, responding to their emails or even engaging with them via social media. 

We require:

  • your ability to build a rapport with a variety of people
  • a desire to deliver an excellent experience, and
  • your enthusiasm to do a great job while living our values

In return, we will provide you with excellent career progression, training and development and a range of benefits.

Hours of work

Our opening hours are from 8:00am – 5:00pm Monday to Friday (excluding all Public Bank Holidays) and we offer a range of shift patterns for both full and part time staff.

Opportunities and benefits

We provide excellent career and progression opportunities and have a number of exciting roles that provide staff with the opportunity to progress. Please see an overview of some of these roles below.

 

Our Customer Access Officers provide the highest standard of customer service and assist the people of Lancashire to access services and information via the three channels of the Customer Access Strategy: self-service, telephony and face to face contact.

Team Leaders work collaboratively with other colleagues in all aspects of the day to day operations of the service. They also manage teams of Customer Service Advisors, which includes managing performance, conduct and attendance, recruitment and learning and development. 

Our Operations Managers lead on all operational requirements for a particular area or element of the service. They are responsible for both short and long term planning, providing effective line management and developing the service to meet all service area objectives in line with the wider corporate strategy. 

Resource Planning Officers are responsible for the planning and utilisation of both staff and technology resources within the service. They determine the resource requirements for all the various skills sets dealing with customer contacts and ensure that working patterns are aligned to customer demands and business need. 

Resource Planning Team Leaders use technical resources to provide the most effective staff planning and management information for the service. They contribute to the key decisions needed throughout the day to realign resources to business need and optimise productivity and customer satisfaction by scrutinising the Real Time, MI and WFM functions in order to make both pro-active and re-active changes to schedules, reports and system configurations.

Our Quality and Performance Officers proactively manage operational performance and quality across each area of the service.  They oversee the day to day operations as well as delivering key functions and processes in order to develop and enhance the service.

These Team Leaders manage a team to drive operational performance and quality across each area of the service.  They manage the day to day operations of the service as well as the delivery of key functions and processes in order to develop and enhance the service. This includes managing all aspects of the recruitment, retention and development of staff to deliver against agreed service levels.

Technical Support Officers contribute to the configuration and testing of all aspects of new technology, ensuring that all systems and toolkits are developed to their full capacity. They provide dedicated project support to any changes and, crucially, support the training and information functions within the service.

In addition to managing the implementation of the current Genesys telephony platform and associated software, the Technology Manager is responsible for making ongoing recommendations for improvements to the existing customer access strategy by utilising new technology that is available to maximize call reduction/avoidance methods, self-serve options, and 1st point of contact resolution.

The Business Improvement and Intelligence Manager is responsible for managing the internal processes, procedures and functions within the service, enabling individual teams to deliver a high quality, effective service to the authority and subsequently the citizens of Lancashire. They lead on the development of the operating standards of the service, ensuring that Customer Access has the technological tool kit and the managerial framework it needs to meet the changing business needs.

This is a lead role with responsibility for planning and managing all aspects of business development within the service including service transformation and implementation of new technology in order to optimise value for money and enhance the overall customer experience. They drive business improvements by harnessing technology and optimising channel change, the results of which will be evaluated and measured by a structured benefits realisation programme. 

 

There will be lots of possibilities for you to develop your career here, not just within the Customer Access Service but throughout Lancashire County Council as a whole.

Location

The Customer Access Service is located in Accrington, close to the Globe Centre which gives us excellent transport links. We are located just minutes from Accrington Train Station and less than 5 minutes from the M65.

We are also within easy to reach distance of many shops and cafes, with Accrington Town Centre just a couple of minutes walk away.

Working for us

Join our team and we'll offer you excellent opportunities to progress and do new things, a commitment to support you, and opportunities to influence and improve the way we work.

Find out more about the generous benefits package we offer all our staff.