Job Title: Customer Service Advisor
Location: Ealing, West London (hybrid working - 2/3 days week in office)
Hourly rate £19.46 PAYE / £25.84 Umbrella
Contract Length: 3-month contract (possibility of extension)
Working Pattern: Full Time, Monday - Friday, 35 hours
ASAP Start
About the Role
As a Customer Services Advisor, you'll be one of the first points of contact for residents, providing clear, accurate and supportive advice across a range of council services. Working via phone, email, social media and occasionally face-to-face, you'll help customers find solutions, navigate online services, and access information quickly and effectively.
You'll use your excellent communication skills, problem‑solving abilities and empathy to deliver a professional and friendly service, even when conversations become challenging. This is a role where no two days are the same, and your work truly makes a difference.
Key Responsibilities
Provide high-quality information and advice across a wide range of council services, including Environment, Planning, Housing Repairs, Parking and more.
Support residents to self‑serve by promoting and guiding them through online services.
Log, triage and process service requests accurately using internal ICT systems.
Handle enquiries professionally via phone, email, and other channels.
Manage complex or sensitive conversations with tact, patience, and resilience.
Keep up to date with council policies, procedures, system updates and legislative changes.
Process payments in line with council regulations.
Assist the wider team and provide cover when required.
Undertake administrative tasks and contribute to continuous service improvement.
Participate in training and support the induction of new colleagues.About You
We're looking for someone who is proactive, customer-focused and comfortable working in a fast-paced environment. You will bring:
Essential Skills & Experience
Experience in a customer service environment.
Strong communication skills, both written and verbal, using clear and plain English.
Ability to manage difficult, distressed or abusive customers while remaining calm and professional.
Good IT and keyboard skills, with the ability to maintain accurate computerised records.
Good literacy and numeracy skills.
Ability to work as part of a team and contribute to a positive working environment.
Understanding of Equality & Diversity and Health & Safety legislation.
Reliability, punctuality and a strong commitment to delivering high standards.Desirable Attributes
Local Authority background
Experience in face-to-face service delivery or handling complex queries.
Ability to coach customers through using online services.
Confidence working in a multicultural environment.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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