Customer Service Advisors Location: Solihull Area Job Type: Full-Time, temporary contract Role Purpose We are seeking motivated and customer-focused individuals to join a busy Customer Contact Service team in the Solihull area. This role involves handling a diverse range of enquiries through multiple channels including face-to-face interactions, inbound and outbound telephone calls, email, live chat and SMS. The successful candidate will provide a seamless, professional and high-quality service to all customers while demonstrating flexibility and a strong commitment to customer satisfaction. A basic DBS is required for this role. Key Responsibilities Respond to all customer enquiries in a timely, courteous and professional manner. Clearly identify customer needs and see enquiries through to resolution using effective problem-solving and interpersonal skills. Handle complex customer contacts, providing advice and guidance across a range of service areas including Council Tax, Benefits, Social Services, Registrars and Environmental services. Manage enquiries across multiple communication channels including face-to-face, telephone, email, live chat, webmail and written correspondence. Work collaboratively with colleagues to manage difficult or sensitive issues and customer complaints effectively. Maintain accurate and up-to-date records in line with service standards, procedures and quality management systems. Utilise ICT systems confidently to manage and resolve a wide range of customer enquiries. Assess customer needs and resolve or escalate enquiries where appropriate. Provide flexible support to colleagues to ensure consistent service delivery. Process cash, card and postal payments in line with financial regulations. Carry out end-of-day cashing up procedures and banking responsibilities. Person Specification Essential Criteria: Level 3 qualification (or equivalent) in Administration, Customer Services or a related subject OR Demonstrable equivalent knowledge gained through substantial relevant experience Desirable: IT qualification About You You will be: Customer-focused and professional Confident communicating across multiple channels Calm and effective when handling complex or sensitive enquiries IT literate and comfortable learning new systems Organised, accurate and able to work both independently and as part of a team