Customer Service Advisor

Location: Hybrid Working, temporary contract

Hours: 37 hours per week

Working Pattern: Monday to Friday, 9:00am – 5:00pm

Office Attendance: 3 days in the office and 2 days working from home. Tuesdays are a mandatory office-based team day.

A Local Authority is seeking enthusiastic and customer-focused Customer Service Advisors to join their busy inbound contact centre team.

This is an excellent opportunity for individuals who are passionate about delivering high-quality customer service and supporting local residents with access to a wide range of council services.

Key Responsibilities:

• Handling inbound calls from residents in a professional and empathetic manner
• Supporting customers to access services and information online, promoting a digital-first approach
• Understanding customer needs and signposting to the most appropriate internal or external support services
• Providing information on a broad range of local authority services
• Escalating service requests and unresolved queries to relevant departments
• Delivering a positive customer experience while working in a fast-paced environment

The Ideal Candidate Will Have:

• Previous experience working within a customer service or call centre environment
• Strong communication and listening skills
• The ability to manage challenging conversations professionally and calmly
• Good IT skills and confidence using multiple systems
• Excellent problem-solving and organisational abilities
• A positive and adaptable approach to work
• Previous experience working within a local authority or public sector environment
• Experience supporting customers with digital services
• Knowledge of council services and processes

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