Customer Care Assistant (2 Posts)

Are you a good communicator, calm in a crisis and enjoy helping people? Want to be part of a great team supporting our residents of Derbyshire?

We’re looking for two Customer Care Assistants to join our Call Derbyshire contact centre team and have a variety of working patterns available including part time.

This role is temporary until March 2025 due to funding. Your primary role will be taking applications for the Derbyshire Discretionary Fund.

We respond to a broad range of enquiries and requests from residents, families, and professional organisations across Derbyshire. This includes being the first point of contact for adults and children’s social care.

Previous experience in a customer service setting would be an advantage as well as being used to working within a performance driven culture where customer excellence is paramount. The ability to sensitively deal with calls of a difficult nature is also an advantage.

We offer a comprehensive training programme after which your role will:

• Deliver a positive customer-focused approach dealing with callers in a sensitive, caring, and professional manner.


• Quickly assess and identify customer needs by liaising with council colleagues and other agencies.


• Demonstrate excellent listening and questioning skills.


• Accurately capture information and record using our electronic systems customer databases.

Benefits include:

• Additional pay for out of hours work


• 25 days annual leave, plus another 5 once you reach 5 years of continuous service (pro rota for part time)


• Access to the Local Government Pension Scheme


• Flexible working options including various working patterns


• Full and part time hours


• Genuine progression opportunities


• Incremental annual pay increases


• Smarter travel scheme including access to the cycle to work scheme


• Access to our in-house occupational services which also includes free eye tests, physiotherapy and counselling


• Derbyshire rewards – offering hundreds of discounts and cashback

Working patterns include shifts that are currently scheduled between Monday and Friday 8:00am to 6:00pm and Saturdays on a rota basis (including Public and Bank Holidays where necessary) to an agreed shift rota.

Please note whilst this role can be a hybrid one of working from home and in the office, any successful candidates would be required to be in the office until such time as training is complete and performance is satisfactory. Working from home is on a rotational basis.

Why not give us a call or email to find out more about the role and how you can join our team helping and supporting our residents in Derbyshire.

Contact: 01629 533123 (after 10am) or email: becky.yates@derbyshire.gov.uk

As part of the recruitment process, applicants may be asked to undertake assessment exercises, including a telephone assessment.

Part Time working hours are negotiable.

Saturday and Sunday hours will be paid at plain time where it is part of your normal working pattern unless it is between 7pm and 7am, where enhanced rates of pay apply. Enhanced pay rates are paid for Bank Holiday working.

Provisional Interview Date: 25 November 2024