Job Description
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Customer Service Advisors Needed in Solihull
Your new company Solihull Metropolitan Borough Council is looking for a motivated, empathetic and customer-focused individual to join our Customer Services team. As a Customer Service Advisor, you will be the first point of contact for residents, providing clear, accurate and helpful information across a wide range of council services.This is a great opportunity for someone who enjoys helping people, thrives in a fast-paced environment, and is committed to delivering high-quality public service.Your new role This role will involve handling inbound calls, supporting with enquiries. The key responsibilities of this role include:
* Provide excellent customer service via phone, email and online channels
* Resolve customer enquiries at first point of contact wherever possible
* Accurately record, update and process information using council systems
* Support callers by offering guidance on council services
* Work collaboratively with colleagues and service areas to ensure timely and effective customer resolutions
* Maintain a professional, friendly and calm approach when handling complex or sensitive situations
What you'll need to succeed To be successful in this role, you will need to:
* Have excellent communication and active listening skills.
* Be confident, calm, and resilient when dealing with a variety of customer needs.
* Be able to problem‐solve and make decisions in a structured, customer‐centred way.
* Be organised, adaptable, and comfortable working with digital systems.
It is essential that you have prior, recent experience within a contact centre