Rewards and Benefits on Offer; * Immediate start date. * Varied and interesting job role. * Great resources. * Great team culture. * Any support required is provided. The Company you will be working for; We are proudly representing our public sector client based in Sunderland. They are currently looking for a Customer Service Advisor to join their team. If you are interested and meet the person specification of the job role, please apply below. The Job You’ll be Doing; * Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media. * Communicate, verbally and in writing, specific knowledge of the business and partner services to resolve enquiries at the first point of contact. * Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes. * Act as the ‘front door’ for colleagues and partners, including meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider. * Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT * Provide support and assistance to local campaigns, events and programmes. * Escalate and refer any challenging or complex enquiries and/or complaints to Management * Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience * Make sure contacts and decisions are made in accordance with service standards * Influence others to adopt policies and courses of action when working with customers to resolve enquiries About You; * Communicating -able to share and obtain verbal and written information and have dialogue with others either in person or over the telephone. * Listening and responding to customer needs, acting upon and processing service requests. * Ensure work is carried out in an organised and effective way, including any follow up actions, so customer enquiries are resolved fully at the first point of contact. * Responding to enquiries using telephone, web, email, face to face and any other communications channel that becomes available as technology and ways of working develop. * Working within set policies and procedures to make sure customers have a good experience by receiving excellent customer service. * Suggesting improvements to customer service, systems and procedures, to help us to continuously improve * Contributing to, developing and maintaining positive customer relationships, including managing challenging behaviour and hostility. * Managing your own workload and the expectations of the customer. * Logging comments, compliments and complaints in accordance with the company’s procedures. * Ensuring customer contact is in accordance with the Customer Charter and appropriate service standards. * Vigour – Works at a fast pace, copes well with higher levels of workload