Customer Advice Officer

Customer Advice Officer

We are recruiting for a Customer Advice Officer to join a busy Customer Services team within a local authority.

This is a fantastic opportunity for someone with strong customer service and communication skills who enjoys helping people, solving problems and providing advice across a wide range of services.

The Role

As a Customer Advice Officer, you will provide a high-quality front-line service to members of the public, dealing with enquiries through a variety of channels including face-to-face, telephone, webchat, online services and outreach locations.

You will provide advice and support across a range of local authority services, including areas such as:

• Council Tax and Housing Benefits
• Housing and Homelessness
• Debt Recovery
• Planning and Environmental Services
• Adult and Children's Services

Key Responsibilities

• Providing accurate advice and guidance to customers
• Gathering information and identifying the best solution to customer enquiries
• Processing applications, service requests and documentation accurately
• Updating systems and maintaining accurate customer records
• Validating and verifying documentation
• Handling sensitive and confidential information
• Taking payments where required
• Recording and managing customer complaints
• Working in line with relevant legislation, policies and procedures
• Signposting customers to appropriate services and external agencies
• Working closely with other departments and partner organisations

What We're Looking For

We are looking for someone with:

• At least 12 months' experience in a busy customer service environment
• Experience providing advice and guidance, including dealing with complex enquiries
• Excellent communication and interpersonal skills
• Strong problem-solving and decision-making abilities
• Good IT skills and confidence using multiple systems
• Experience handling sensitive and confidential information
• The ability to manage a busy workload and work accurately under pressure
• A professional, empathetic and customer-focused approach
• The ability to work independently and use your own initiative