Officer, Customer Advice Giving (ICF172)
Officer, Customer Advice Giving (ICF172)
Contract: Fixed term until 31 December 2026, working 35 hours per week (Arts Council also recognises the benefit of flexible working as a valued part of the way we work, and welcome applications from individuals who require flexibility)
Salary: £33,643 per annum, Grade D plus benefits including a final salary pension scheme, generous annual leave, and flexible and hybrid working.
Location: Manchester (The role will be based in Manchester; however, we are operating a hybrid way of working and support our staff to make use of remote working options when combined with regular on-site contact days with other members of the team, normally 1-2 days a week)
You will be overseeing the daily operation of Customer Services and Advice-Giving functions, ensuring that the service is running smoothly and that a timely, cost efficient, accurate and high-quality service is being delivered to customers both internal and external.
You will monitor quality standards, ensuring that key targets are met, systems, equipment and staffing are in place and that agreed tasks are completed in a timely manner. You will report on service standards to Senior Manager, Customer Support Services including staff, quality assurance of advice giving and customer feedback. You will also design and maintain a robust business continuity plan for advice giving within Customer Services
You will manage a number of temporary Advice Giving Assistants working alongside the Customer Services Team with the support of Senior Manager, Customer Support Services and Officers, Customer Services.
Equality Diversity and Inclusion Statement: Arts Council are committed to being an inclusive employer, building an inclusive workplace, and recruiting a workforce that is as diverse as the communities we serve. However, you identify, and whatever background you bring with you, we welcome you to apply for a role at Arts Council.
If there are any adjustments that would support you in your application, please do let us know when you apply. If you are disabled, Evenbreak are able to provide support with your application. For further information please visit their website here
We participate in the ‘Offer an Interview’ scheme which means that we offer an interview to any disabled candidates who meet the essential criteria for the role they’re applying to, subject to the volume of applications received. Disabled candidates, those living with a long-term condition and/ or neurodivergent candidates may be eligible for this scheme. The scheme uses the definition of disability from the Equality Act 2010 to determine eligibility. More information is included in the application guidance.
About us: Arts Council offers a range of benefits to our employees including hybrid and flexible working, a generous annual leave allowance and the Arts Council Retirement Plan - a final salary scheme. To find out more, click here.
Our Code of Ethics requires that employees of the Arts Council are not able to receive an Arts Council grant, investment or loan funding - either in person, as a member of a partnership, or for any organisation they own. There are also limitations on board or CEO positions employees can hold in organisations we fund. For more information on this, please talk to the recruiting manager or contact recruitment@artscouncil.org.uk
We believe our recruitment process should be inclusive and transparent. Find out what to expect with our application Guidance: How to apply and recruitment selection process | Arts Council England and more about our commitment to diversity on our website here.
To view the job description please click here
To view the recruitment pack which outlines more details about working for Arts Council please click here
Job ref: ICF172
Closing date: 09:00, Thursday 11 June
Interview: (virtual) Tuesday 16 June
Please note: We do NOT accept CVs or cover letters as part of our recruitment process. If you require any documentation in an alternative format, please contact recruitment@artscouncil.org.uk
