Customer Service Advisor

Job Description

Customer Service Advisor (Contact Centre) – East Suffolk

Location: Remote / Hybrid – Melton IP12 (Equipment Collection) – Lowestoft, NR33 (Contact Centre Location)

Salary: £14.59 per hour

Full Time – Monday to Friday – 8:45am to 5:00pm – 37 hours

Contract: Initial 6 week contract with potential extension

Main Purpose

Join a skilled Customer Services team delivering high-quality support across a range of Council services. Provide an excellent customer experience by resolving enquiries at the first point of contact through telephone, email, web chat, social media, text message and face-to-face channels. Promote digital services, identify opportunities to improve efficiency, and deliver value for money.

Our Values

• Proud – Believing in who we are, what we do and where we live.
• Dynamic – Transforming the future with you in mind.
• Truthful – Honest and clear in all we do.
• Good Value – Delivering outstanding services smartly and economically.
• United – Working together as one team.

Key Responsibilities

• Provide advice, information and case resolution across a wide range of Council services through multiple communication channels.
• Resolve customer enquiries efficiently, aiming for first-contact resolution wherever possible.
• Deliver excellent customer service by following through on commitments and meeting Customer Service Standards.
• Build positive relationships with customers, colleagues and partner organisations.
• Maintain knowledge of Council services, including Elections, Environmental Services, Garden Waste, Housing Needs, Revenues & Benefits, Homechoice, Land Charges and other key service areas.
• Use Council IT systems such as CRM, Civica, Capita, Elector8 and Pay.net to manage enquiries and maintain accurate customer records.
• Support customers in using the Council’s digital services and encourage lower-cost contact methods such as self-service, web chat and email.
• Identify and resolve issues proactively, escalating complex cases when appropriate.
• Recommend improvements to customer services and wider Council processes.
• Ensure customer information is recorded accurately and handled in compliance with GDPR.
• Work collaboratively with partner organisations including DWP, ARP, Norse and Housing teams.
• Produce correspondence and complete administrative tasks in line with corporate standards.
• Handle sensitive, emotional or challenging situations professionally, using effective communication and conflict resolution skills.
• Record customer compliments, comments and complaints accurately.
• Promote the Council’s values and contribute positively to the team.

Essential Requirements

Knowledge & Experience

• Experience using IT systems and Microsoft Office applications.
• (Band 3) At least 18 months’ experience in a comparable customer service environment.
• Understanding of Council services.
• Experience taking payments over the telephone.

Skills

• Excellent written and verbal communication.
• Accurate keyboard and numeracy skills.
• Ability to work under pressure in a high-volume customer service environment.
• Ability to remain calm and professional when dealing with distressed or difficult customers.
• Understanding of confidentiality and handling sensitive information.
• Ability to work independently and across different locations.

Education

• Minimum of four GCSEs (Grade C/4 or above), including English and Maths, or equivalent.
• (Band 3) Relevant customer service experience and training.

Desirable

• NVQ Level 3 in Customer Service or equivalent.
• Knowledge of:
  • Council Tax and Housing Benefit legislation.
  • Housing and Homelessness legislation.
  • GDPR.

Recruitment is done in line with safe recruitment practices 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Liam Heddle on liamh@4recruitmentservices.com