Who You Are Charnwood Borough Council is looking for an enthusiastic and committed customer service advisor to join our Customer Services team. You have recent experience providing information and advice in a busy customer service environment, preferably telephone-based. You are capable of handling a range of situations with tact, diplomacy, and empathy. You possess excellent listening and communication skills, a polite and courteous attitude, and are committed to providing excellent customer care. You can work well under pressure with minimal supervision while ensuring consistency and accuracy in your work. What the Job Involves This role involves dealing with customer enquiries coming into our contact centre, providing guidance and information, and processing customer requests for a variety of council services. You will act as the first point of contact for customers, resolve queries, and ensure that they receive prompt and courteous service. Your responsibilities include using software systems to manage customer relationships, contacting customers for satisfaction surveys, liaising with staff for complex issues, maintaining accurate records, and covering the switchboard as needed. You will handle situations with tact and diplomacy, ensuring effective and appropriate service delivery without discrimination. Skills IT literacy (MS Windows knowledge) Excellent listening and communication skills Ability to work under pressure and independently Polite, courteous, and committed to customer care Ability to handle tense confrontations calmly Ability to analyze and accurately input information Interpersonal skills and ability to create rapport Patient, methodical, and tactful approach Teamwork and enthusiastic commitment Flexibility to work additional hours and cover absences