About the Role
We are looking for a dedicated and customer-focused Customer Service Advisor to join a busy and dynamic Customer Services team. Acting as the first point of contact, you will support residents across a wide range of services, delivering a professional and efficient experience through multiple communication channels.
This is a varied role where no two days are the same. You’ll be handling enquiries across areas such as housing, waste and environment, school admissions, and registration services, ensuring each customer receives a prompt and effective resolution.
Key Responsibilities
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Manage incoming and outgoing customer contact via telephone, email, and digital platforms
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Provide high-quality customer service, resolving enquiries at first point of contact where possible
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Accurately record and maintain customer information in line with data protection requirements
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Use CRM and other systems to log, track, and manage customer interactions
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Support customers with assisted digital services where additional help is required
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Triage and manage complaints, ensuring they are directed appropriately
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Process casework requests and ensure responses meet required timescales and quality standards
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Work collaboratively across teams to ensure efficient service delivery
About You
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Previous experience in a customer service role
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Strong communication and interpersonal skills, with the ability to handle sensitive situations
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Ability to work both independently and as part of a team
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Highly organised with good attention to detail
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Comfortable using IT systems including MS Word, Excel, and CRM platforms
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GCSEs (or equivalent) in Maths and English
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Able to prioritise workload and respond effectively to changing demands
What They Are Looking For
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A professional and positive approach at all times
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A team player who supports colleagues and contributes to a collaborative culture
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Someone who takes ownership and is proactive in resolving issues
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Flexibility and willingness to adapt to changing service needs
What They Offer
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A supportive and inclusive working environment
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Opportunities for training and development
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The chance to make a real difference to local communities
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A varied and engaging workload within a public service setting
Additional Information
This role involves working in a fast-paced environment and may include dealing with complex or emotionally demanding enquiries. You will be expected to maintain high standards of accuracy, confidentiality, and professionalism at all times
