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