Customer Service Advisor Location: Office-based (Newcastle City) Hours: 37 hours per week Location: Tyne and Wear Working Pattern: Monday – Friday, 8:30am – 4:30pm (initially up to 12 weeks) Pay Rate: £13.69 per hour (PAYE) About the Role We are looking for a passionate and customer-focused Customer Service Advisor to join our team. This role involves handling calls from residents across Newcastle City, delivering high-quality service, and resolving enquiries at the first point of contact wherever possible. While previous call centre experience is desirable, it is not essential—we are looking for individuals with a strong commitment to excellent customer service. Key Responsibilities
- Deliver outstanding customer service via telephone and face-to-face interactions
- Build rapport with customers to understand their needs and provide appropriate solutions
- Handle and resolve challenging or sensitive situations calmly and effectively
- Accurately record customer interactions and update systems, including CRM
- Work towards achieving customer service, quality, and operational KPIs
- Manage calls from a life-critical Telecare Service (Ostara) and support dispatch processes
- Develop strong working relationships with internal and external stakeholders
- Contribute to a positive, performance-driven team culture
- Represent the organisation professionally across various channels, including reception
- Follow all business processes, policies, and regulatory requirements
- Support organisational, departmental, and team objectives
- Remain flexible, including supporting a 24/7, 365-day service where required
- Undertake additional duties as needed to support service delivery
Skills & Experience
- Passion for delivering excellent customer service
- Strong communication and interpersonal skills
- Ability to remain calm and make decisions in a fast-paced environment
- Problem-solving skills with a customer-first approach
- Ability to work towards targets and performance indicators
- Good IT skills and attention to detail when recording information
- Previous call centre experience is desirable but not essential
What We’re Looking For We’re seeking motivated individuals who:
- Are committed to personal and professional development
- Thrive in a team environment
- Align with organisational values and standards
- Take pride in delivering a high-quality customer experience