Customer Service Advisor

Location: Hybrid Working, temporary contract

Hours: 37 hours per week

Working Pattern: Monday to Friday, 9:00am - 5:00pm

Office Attendance: 3 days in the office and 2 days working from home. Tuesdays are a mandatory office-based team day.

A Local Authority is seeking enthusiastic and customer-focused Customer Service Advisors to join their busy inbound contact centre team.

This is an excellent opportunity for individuals who are passionate about delivering high-quality customer service and supporting local residents with access to a wide range of council services.

Key Responsibilities:

* Handling inbound calls from residents in a professional and empathetic manner

* Supporting customers to access services and information online, promoting a digital-first approach

* Understanding customer needs and signposting to the most appropriate internal or external support services

* Providing information on a broad range of local authority services

* Escalating service requests and unresolved queries to relevant departments

* Delivering a positive customer experience while working in a fast-paced environment

The Ideal Candidate Will Have:

* Previous experience working within a customer service or call centre environment

* Strong communication and listening skills

* The ability to manage challenging conversations professionally and calmly

* Good IT skills and confidence using multiple systems

* Excellent problem-solving and organisational abilities

* A positive and adaptable approach to work

Desirable:

* Previous experience working within a local authority or public sector environment

* Experience supporting customers with digital services

* Knowledge of council services and processes