Customer Service Advisor

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