Customer Service Advisor
Location: Office-based (Newcastle City)
Hours: 37 hours per week
Location: Tyne and Wear
Working Pattern: Monday - Friday, 8:30am - 4:30pm (initially up to 12 weeks)
Pay Rate: £13.69 per hour (PAYE)
About the Role
We are looking for a passionate and customer-focused Customer Service Advisor to join our team. This role involves handling calls from residents across Newcastle City, delivering high-quality service, and resolving enquiries at the first point of contact wherever possible.
While previous call centre experience is desirable, it is not essential—we are looking for individuals with a strong commitment to excellent customer service.
Key Responsibilities
Deliver outstanding customer service via telephone and face-to-face interactions
Build rapport with customers to understand their needs and provide appropriate solutions
Handle and resolve challenging or sensitive situations calmly and effectively
Accurately record customer interactions and update systems, including CRM
Work towards achieving customer service, quality, and operational KPIs
Manage calls from a life-critical Telecare Service (Ostara) and support dispatch processes
Develop strong working relationships with internal and external stakeholders
Contribute to a positive, performance-driven team culture
Represent the organisation professionally across various channels, including reception
Follow all business processes, policies, and regulatory requirements
Support organisational, departmental, and team objectives
Remain flexible, including supporting a 24/7, 365-day service where required
Undertake additional duties as needed to support service delivery Skills & Experience
Passion for delivering excellent customer service
Strong communication and interpersonal skills
Ability to remain calm and make decisions in a fast-paced environment
Problem-solving skills with a customer-first approach
Ability to work towards targets and performance indicators
Good IT skills and attention to detail when recording information
Previous call centre experience is desirable but not essential What We're Looking For
We're seeking motivated individuals who:
Are committed to personal and professional development
Thrive in a team environment
Align with organisational values and standards
Take pride in delivering a high-quality customer experience