One of my local government clients are currently recruiting an experienced Customer Service Advisor on a temporary basis. This is a 3-month minimum contract with the possibility of the role being extended further to work Monday to Friday 9:00am to 5:00pm. Hybrid working role were, however, you will be required to attend the office 2/3 times a week. Overview: * To act as the first point of contact for the Council, as part of the Council’s Contact Centre, providing the local community with advice and information on Council’s Services. To fulfil customer requests either directly or through liaison with back office teams or service providers. Main Responsibilties: * Deal courteously and responsively with enquires or requests from service users for assistance on any question that may raise, and aim to resolve the maximum number of enquires at the first point of contact. Enquires may be by telephone (including via the Council’s main switchboard), face to face, letter, e-mail or the Council’s website. * Respond to customer correspondence in accordance with service standards seeking advice only on complex issues and service areas outside their immediate knowledge. * Process contacts recording information in accordance with procedures and where necessary maintaining and updating records on the CRM system. * Answer incoming calls promptly and make the required connection after ascertaining the nature of the business of the caller. * Liaise with colleagues in other teams and departments to resolve customer contacts and where appropriate advocate on their behalf to resolve difficult complaints and enquires. * Where necessary liaise with service providers (Contractors and partner organisations) to fulfil a customer contact. * Keep up to date with organisation changes within the Council in order to provide up to date information for all customers. * Maintain and enhance the Council’s commitment to customer care and quality of service standards. * Seek out answers to enquiries which have not been asked before or are of an unusual /infrequent nature, under the guidance of a supervisor. If you are interested in this vacancy, please send your CV to Jahker Miah from Coyle Personnel Ltd