Who You Are You are the first point of contact for residents of the Royal Borough of Kingston upon Thames, serving as the face and voice of the Council. You possess a high level of empathy, resilience, and a "can-do" attitude, coupled with exceptional verbal and written communication skills. You have experience working in a fast-paced customer service environment, preferably within local government or the public sector. You are tech-savvy, proficient in Google Suite and CRM systems, and possess excellent customer service skills, including the ability to proactively solve customer issues. What the Job Involves This temporary, 6-month role requires you to work 36 hours per week, Monday to Friday, from 8:45 a.m. to 5:00 p.m., based at Guildhall 2, Kingston upon Thames. Initially, you will work onsite five days a week, transitioning to a hybrid model of 3 days in the office and 2 days from home upon successful training. As part of a multi-skilled Customer Service Team, you will handle inbound enquiries via telephone and face-to-face, solve problems, maintain data integrity, and process financial transactions. You will collaborate with colleagues and partner organizations to support customer service improvement, maintain CRM systems, and provide updates to customers and service areas. Skills Exceptional verbal and written communication High level of empathy and resilience Proficiency in Google Suite and CRM systems Ability to handle difficult conversations calmly Problem-solving and creative thinking Ability to work both independently and collaboratively Accurate data entry and record-keeping