Belmont Recruitment are currently seeking a Customer Service Advisor to work with Sunderland City Council’s Customer Enabling Services Team on a temporary basis. This is a full-time role working 37 hours per week.
This incoming candidate work within a fast-paced, customer-focused environment, supporting members of the public and ensuring a high standard of service delivery across various service areas.
Responsibilities:
* Respond to customer enquiries via telephone, email, letter, web chat and social media, signposting candidates to relevant service areas as required
* Act as an advocate for customers, ensuring their needs are met and service standards are upheld
* Provide accurate information and advice on council and partner services at the first point of contact
* Conduct surveys, phone calls, and interviews to gather insights and support service improvement initiatives
* Escalate complex enquiries or complaints where necessary
* Build rapport and actively listen to customers to assess needs and enhance the overall experience
Requirements:
* Outstanding communication skills (written and verbal)
* A customer-first approach with the ability to resolve queries efficiently
* Prior experience working in a customer service environment, ideally within a Local Authority/Public Sector setting
* Ability to manage sensitive situations with empathy and professionalism
* Strong IT Skills, including use of Microsoft Office programs (i.e. Outlook, Excel, etc.)
If your skills match the above criteria, please apply with your up-to-date CV