We are currently looking to recruit a Customer Service Advocate based in Sunderland. This is an excellent opportunity for someone who is passionate about delivering outstanding customer service and helping residents access vital council and partner services.
Key Duties & Responsibilities
* Provide information, advice, and guidance to customers through a range of channels, including face‑to‑face, telephone, email, letter, web chat, and social media.
* Communicate clearly and confidently to resolve enquiries at the first point of contact, drawing on specific knowledge of council and partner services.
* Conduct surveys, telephone calls, and interviews to gather customer insights and data to support service improvement initiatives.
* Assist with local council campaigns, events, and community programmes such as neighbourhood surveys and public events (e.g. Sunderland Air Show).
* Actively listen to customers, identify needs, and build strong rapport to ensure a positive and professional customer experience
You have previous experience working in a customer service environment.
* You hold five GCSEs (or equivalent) at grades A-C (5-9), including English and Maths.
* You can work flexibly as part of a team and adapt to using different communication channels and systems.
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