Job Description
About the RolenWe are looking for a dedicated and customer-focused Customer Service Advisor to join a busy and dynamic Customer Services team. Acting as the first point of contact, you will support residents across a wide range of services, delivering a professional and efficient experience through multiple communication channels.nnThis is a varied role where no two days are the same. You’ll be handling enquiries across areas such as housing, waste and environment, school admissions, and registration services, ensuring each customer receives a prompt and effective resolution.nnKey Responsibilitiesnn * Manage incoming and outgoing customer contact via telephone, email, and digital platformsnn * Provide high-quality customer service, resolving enquiries at first point of contact where possiblenn * Accurately record and maintain customer information in line with data protection requirementsnn * Use CRM and other systems to log, track, and manage customer interactionsnn * Support customers with assisted digital services where additional help is requirednn * Triage and manage complaints, ensuring they are directed appropriatelynn * Process casework requests and ensure responses meet required timescales and quality standardsnn * Work collaboratively across teams to ensure efficient service deliverynnAbout Younn * Previous experience in a customer service rolenn * Strong communication and interpersonal skills, with the ability to handle sensitive situationsnn * Ability to work both independently and as part of a teamnn * Highly organised with good attention to detailnn * Comfortable using IT systems including MS Word, Excel, and CRM platformsnn * GCSEs (or equivalent) in Maths and Englishnn * Able to prioritise workload and respond effectively to changing demandsnnWhat They Are Looking Fornn * A professional and positive approach at all timesnn * A team player who supports colleagues and contributes to a collaborative culturenn * Someone who takes ownership and is proactive in resolving issuesnn * Flexibility and willingness to adapt to changing service needsnnWhat They Offernn * A supportive and inclusive working environmentnn * Opportunities for training and developmentnn * The chance to make a real difference to local communitiesnn * A varied and engaging workload within a public service settingnnAdditional InformationnThis role involves working in a fast-paced environment and may include dealing with complex or emotionally demanding enquiries.
You will be expected to maintain high standards of accuracy, confidentiality, and professionalism at all times
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