CHILTERN DISTRICT COUNCIL
JOB DETAILS
POST TITLE
- Temporary Customer Services Advisers GRADE - Sc 2/3 (extended by 4 increments)
Part-time (up to 12 months)
(with bar at top of Sc 2)
POST NO.
- TCSA
DIRECTORATE - Planning and the Environment
DIVISION
- Customer Services and Revenues
SECTION
- Customer Services
SALARY - £14733 - £19126
(£7.64 - £9.91 per hour)
+ £555 Outer Fringe Weighting
(£0.29 per hour)
+ Up to 8% Performance Related Pay
(currently under review
*The upper salary range will only apply once relevant experience has been attained. As shown above, the
experience bar is at the top of scales 2.
Duties and Responsibilities
This is a multi-disciplined position within the Customer Services facility at the Amersham Council Offices,
providing residents with information, help and advice over the full range of Local Government Services
provided by Chiltern District Council, Buckinghamshire County Council and Town or Parish Councils.
Assistance is also provided on behalf of other Partnership organisations such as Paradigm Housing
Association, The Pension Service and Jobcentre Plus.
The Postholder will deal with a diverse range of Customer queries on behalf of the various Council Service
departments, rotating between providing a front line service for visitors to the Council Offices and
telephone duties.
The functions undertaken by the Customer Services team are attached as an Appendix to this Job
Description. This includes current and known future functions, but is subject to continual update and
revision. Any changes to provide for additions or deletions of particular functions will not of themselves
affect the grading of this post. Progression through the linked Grade will be subject to the postholder
demonstrating proficiency in the following areas of work:
Bar at Top of Scale 2
max
Cash receipting, Concessionary Fares, Verification of documents, £16830
General Reception duties including sales, Waste, Electoral
Registration, Environmental Health and Highways, telephone
switchboard operation, answering telephone queries on behalf of one
service area.
He/she will report to a Senior Customer Services Adviser and will be responsible for:
1.
Maintaining a sound working knowledge of relevant legislation, the basic systems and procedures
of the service departments and partner organisations, in order to resolve customer queries at the
first point of contact. This will involve undertaking comprehensive initial training and building on
this with ongoing research, refresher training and possibly specialist training.
2.
Efficient operation of a number of different IT systems, including Telephony system, Microsoft
Office products and various back office systems, including transaction processing, to interrogate or
maintain Council records.
3.
Dealing comprehensively with all aspects of callers’ enquiries, providing an efficient front line
service as specified by the service departments, at the first point of contact in a courteous and
efficient manner.
Page 1
4.
Operation of the Council’s telephone switchboard directing telephone calls to the appropriate
service department speedily and accurately. Where agreed by individual service departments
telephone enquiries to be dealt with at first hand.
5.
Generally assisting with the supervision of the Reception area, including operation and monitoring
of the Council’s CCTV system, and controlling access to other parts of the building. Directing
customers as required and signposting to external agencies and partner organisations as
appropriate.
6.
Assisting with the display and distribution of a comprehensive range of leaflets, explanatory
notes, posters and customer information from all available sources, and maintenance of stocks.
Maintaining the display screen in main reception for public information, showing the schedule of
meetings and events held at the Council Offices on a weekly basis.
7.
Assisting with the promotion and development of links with potential partners in the private and
voluntary sectors, and the organisation and advertising of ‘surgery’ sessions. These may be multi
agency sessions or single theme sessions.
8.
Working effectively within a team to provide a consistently high quality level of customer service,
and taking a pro-active approach to help generate ideas and possible improvements to the service.
9.
Assisting with the monitoring and reporting on the nature and volume of the work undertaken by
the Customer Services team, including an assessment of customer satisfaction by exit surveys and
other means.
10.
Data Quality:
Data quality is the responsibility of every employee who enters, extracts or analyses data from any
of CDC’s information systems and records. Every employee will know how their day to day
activities contribute to the calculation of performance information and how misinformation, errors
or delays can limit our ability to manage performance.
Heads of Service have the role of data quality champions for their service. They have
responsibility for ensuring that accurate and complete records are maintained and that staff
training and performance and appraisal processes are in place to maintain and enhance data and
information quality. All Heads of Services will establish appropriate arrangements for monitoring
data quality for their area of responsibility.
11.
Standards:
The Council has adopted two Standards which set out its expectations of employees and its
commitment to them. The first, the Staff Standard, applies to all employees. The second, the
Management Standard, applies to all those with responsibility for managing and leading others.
Copies are available on the intranet, on notice-boards, in Induction manuals, and on request from
Personnel. These Standards form part of the Local Conditions of Service.
12.
Such other duties as may be required.
PERSON SPECIFICATION
Page 2
Attributes
1.
The capacity to retain and assimilate disparate facts and procedures.
Essential

Desirable
2.
Ability to problem solve by initiative

3.
Ability to communicate clearly across a wide range of subjects

4.
Wide experience in dealing with the public

5.
Knowledge of council services and procedures

6.
Exemplary customer care skills

7.
Call handling experience
8.
Computer literacy/IT awareness


9.
Keyboard skills

10.
Good numeracy

11.
Good interpersonal skills

12.
Smart appearance

13.
Attention to detail


Conditions of Service
These are in accordance with the National Joint Council for Local Government Services as supplemented
by local conditions.
Salary:
Starting salary within the grade indicated over is dependent upon experience and qualifications. Increments
are normally paid annually on 1st April (subject to satisfactory service) until the maximum of the scale is
reached. However new entrants to local government appointed between 1st October and 31st March in any
year will be entitled to an increment after six months service, (in subsequent years 1st April increments will
apply). In addition Management Team has the authority to accelerate employees through the grade where
this is warranted. Many grades at Chiltern are extended by 4 additional increments. Some posts may also
have market-based enhancements. For superannuation purposes Salary is pensionable pay.
Pension:
You will have a choice whether to join the Local Government Superannuation Scheme (LGSS) which is a
final salary pension scheme, contribute to The State Earnings Related Pension Scheme (SERPS) or arrange
your own Personal Pension Plan. If you are offered the position, factual information will be provided to
enable you to make an informed decision. An Option Form will need to be completed prior to
commencement of employment or as soon as possible thereafter. For superannuation purposes
pensionable and non-pensionable remuneration items are highlighted below.
Performance Related Pay (currently under review):
The Council has a system of annual Performance Appraisal for all its staff. One feature of the scheme is
that, subject to performance and a minimum of 6 months service at CDC, staff are eligible for a lump sum
payment ranging up to 8% of annual basic salary. For superannuation purposes Performance Related
Pay is pensionable pay.
Probationary Period:
New entrants to Local Government are required successfully to complete a probationary period of six
months.
Page 3
Temporary Appointment:
This appointment is a temporary appointment for up to 12 months..
Working Hours:
Either: 23.50 hours 9.30 a.m. – 4.30 p.m. Monday – Friday
Or:
30.25 hours 9.30 a. m. – 4.15 p.m. Monday, 9.30 – 4.00 Thursday - Friday
Part-time Employees:
Any employee employed on a “part-time basis”, i.e. less than 37 hours per week, will have all contractual
benefits reduced proportionately.
Cover:
You will be required on occasion to work additional hours to ensure the appropriate level of staff cover is
maintained.
Healthcare:
The Council has a private health insurance scheme on the basis that staff employed on grade SO and above
will be afforded the benefit of free private health care for themselves, whilst they may choose to extend this
to cover their families for an appropriate annual cost. (Part-time staff have the costs funded in proportion to
their working hours and therefore, if taking up this benefit, will need to fund the balance themselves). For
superannuation purposes the contribution the Council pays for private healthcare is pensionable pay.
All other staff are eligible to join the bulk scheme which will provide the employee with a range of
benefits, at his or her own cost, at competitive rates.
Smoking Policy:
Applicants should note that the Council Offices are a ‘no smoking’ environment.
Childcare Vouchers:
The Council has an arrangement with “Computershare Voucher Services”. You can save on your childcare
costs by paying your childcare provider with vouchers bought through this scheme.
Annual Leave:
21 working days per leave year, (25 days after 5 years Local Government service) plus 10 days statutory
and local holidays, 2 of which may be taken with annual leave. (This is reduced proportionately for parttime staff).
Training:
The Council is committed to training and developing all its employees both for their benefit and to ensure
the provision of the best possible service to the public. In recognition of this the Council has been granted
the prestigious Investor In People Award.
Safeguarding:
This Council is committed to safeguarding and promoting the welfare of children and young people and
expects all staff and volunteers to share this commitment.
Page 4
Disclosure of Criminal Background of Applicants:
All applicants for employment with the Council are required to disclose criminal convictions or cautions
which are not spent. The information you give will be treated in confidence. The disclosure of a criminal
record will not debar you from appointment unless the selection panel considers that the conviction renders
you unsuitable for appointment. In making this decision the panel will consider the nature of the offence,
how long ago and what age you were when it was committed and any other factors which may be relevant.
Failure to declare a conviction may, however, disqualify you from appointment, or result in summary
dismissal if the discrepancy comes to light. The above requirement to disclose a criminal conviction also
applies to any convictions which takes place after your employment commences. Whether the conviction
affects your employment would depend on whether it makes you unsuitable for continuing in employment.
However failure to disclose a conviction would itself be deemed misconduct which could result in your
dismissal.
We also have a written policy on the recruitment of ex-offenders, a policy statement on the Secure Storage,
Handling, Use, Retention & Disposal of Disclosures and Disclosure Information and there is a CRB Code
of Practice in existence.
These are all available on our website at www.chiltern.gov.uk, please click on the Jobs and Careers link.
Alternatively a hard copy of each is available on request from the Personnel Division.
D.S.E. User:
This post requires extensive use of DSE equipment. The onus is on the employee prior to commencing
employment, to ensure that s/he is medically fit for such employment and, in particular that their eyesight
has been tested recently for such work, with the use of spectacles/contact lenses as necessary.
Equalities:
The Council is committed to Equality of access to its services by all its residents and to ensuring its
workforce is representative of the population it serves. All applications for employment will be considered
on their merits without regard to gender and orientation, age, race, religion or disability.
MTB/HPJAN’11
Page 5