Customer Service Advisor

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

• Manage incoming and outgoing customer contact via telephone, email, and digital platforms
• Provide high-quality customer service, resolving enquiries at first point of contact where possible
• Accurately record and maintain customer information in line with data protection requirements
• Use CRM and other systems to log, track, and manage customer interactions
• Support customers with assisted digital services where additional help is required
• Triage and manage complaints, ensuring they are directed appropriately
• Process casework requests and ensure responses meet required timescales and quality standards
• Work collaboratively across teams to ensure efficient service delivery

About You

• Previous experience in a customer service role
• Strong communication and interpersonal skills, with the ability to handle sensitive situations
• Ability to work both independently and as part of a team
• Highly organised with good attention to detail
• Comfortable using IT systems including MS Word, Excel, and CRM platforms
• GCSEs (or equivalent) in Maths and English
• Able to prioritise workload and respond effectively to changing demands

What They Are Looking For

• A professional and positive approach at all times
• A team player who supports colleagues and contributes to a collaborative culture
• Someone who takes ownership and is proactive in resolving issues
• Flexibility and willingness to adapt to changing service needs

What They Offer

• A supportive and inclusive working environment
• Opportunities for training and development
• The chance to make a real difference to local communities
• 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.