Customer service advisor (telephone-based)

Customer Service Advisor (Telephone-Based)
📍 Cheshire (Hybrid/Office-based options may apply)
💼 Full-Time | Contract (until at least July 2026)
💰 £18.00 per hour – PAYE / £23.05 per hour – Umbrella
We are currently recruiting on behalf of a well-established public sector organisation for a Customer Service Advisor to join their busy and supportive contact centre team.
This is an excellent opportunity for an experienced customer service professional with Revenues & Benefits knowledge who thrives in a fast-paced environment and is passionate about delivering high-quality service.
The Role
As a Customer Service Advisor, you will act as the first point of contact for customers, handling a wide range of enquiries via telephone, with a particular focus on Revenues and Benefits-related queries.
Key responsibilities include:
* Handling a high volume of inbound customer enquiries via telephone
* Responding to queries relating to Council Tax, Housing Benefit, and associated services
* Resolving customer enquiries at first point of contact wherever possible
* Accurately updating internal systems with customer interactions
* Managing complaints, compliments, and feedback in line with procedures
* Ensuring compliance with relevant policies, procedures, and legislation
* Supporting service improvements and contributing ideas to enhance processes
* Working collaboratively with colleagues to maintain consistent service delivery
About You
We’re looking for a confident and customer-focused individual with a strong understanding of Revenues & Benefits services.
You will have:
* Proven experience working within Revenues & Benefits (essential)
* Experience in a contact centre or customer service environment
* Strong communication skills, with the ability to handle sensitive or complex enquiries
* Experience managing complaints and challenging conversations
* Good IT skills and experience using customer management systems
* The ability to work both independently and as part of a team
* A flexible and positive approach to work
What’s on Offer
* A supportive and collaborative team environment
* Opportunities to develop within a public sector setting
* Stable, long-term career prospects
* Training and ongoing professional development