Customer Service Advisor (Gr D)

Who You Are

You are the face and voice of the Council, serving as the first point of contact for residents. You are patient, respectful, and capable of navigating complex inquiries with ease. With experience in fast-paced customer service environments, ideally in Local Government or the Public Sector, you possess high levels of empathy, resilience, and a "can-do" attitude. You have exceptional verbal and written communication skills and are proficient in handling emotional situations calmly and empathetically.

What the Job Involves

As a Customer Service Advisor, you will handle inbound enquiries via telephone or face-to-face interaction, providing advice and support to residents on matters such as housing, waste management, and adult social care. You will solve problems at the first point of contact, manage high-emotion situations while maintaining professionalism, securely process payments, and update customer records accurately. The role requires you to work collaboratively with colleagues and stakeholders, handling complaints and issues sensitively, and providing comprehensive customer service across various channels. Initially, the job requires an in-office presence, transitioning to a hybrid model after training.

Skills

• Exceptional verbal and written communication skills
• Customer service proficiency
• Problem-solving and empathetic listening
• Resilience in high-stress situations
• Proficient in Google Suite and CRM systems
• Ability to work independently and as part of a team
• Good IT skills