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
Desirable:
* Previous experience working within a local authority or public sector environment
* Experience supporting customers with digital services
* Knowledge of council services and processes