1.5 months contract with a Local Authority

Job Title: Customer Service Advisor

Job Purpose

As a Customer Services Advisor, you will be part of a highly skilled and customer-focused team responsible for delivering a first-class service to residents, businesses, and stakeholders. The role involves providing advice, information, and resolution to customer enquiries across multiple access channels including telephone, email, web chat, social media, text messaging, and face-to-face contact.

You will aim to resolve enquiries at the first point of contact wherever possible, ensuring high levels of customer satisfaction while delivering value for money. Working within the Council's customer service framework, you will support a wide range of Council services, promote digital access channels, and contribute to continuous improvement initiatives.

The postholder will be expected to demonstrate and uphold the Council's values of Proud, Dynamic, Truthful, Good Value, and United in all aspects of their work.

Key Responsibilities

Customer Service Delivery

• Provide advice, guidance, and resolution for a wide range of Council service enquiries through telephone, email, web chat, social media, text messaging, and face-to-face interactions.
  
• Deliver excellent customer service and maximise first-contact resolution wherever possible.
  
• Follow through on commitments made to customers and ensure actions are completed within agreed service standards.
  
• Manage customer enquiries professionally, efficiently, and empathetically.
  
• Build positive relationships with customers and colleagues, promoting confidence in Council services.
  

Service Knowledge and Support

• Develop and maintain comprehensive knowledge of Council services including:
  
• Elections
  
• Environmental Services
  
• Garden Waste Services
  
• Housing Needs
  
• Gateway to Homechoice
  
• Revenues and Benefits
  
• Land Charges
  
• Southwold Camping and other Council services
  
• Act as a source of advice and support for customers seeking information on Council services.
  
• Assist customers in accessing and using digital services and self-service platforms.
  

Systems and Administration

• Accurately record, update, and maintain customer information using Customer Relationship Management (CRM) and other corporate systems.
  
• Utilise relevant systems including CRM, Civica, Capita, Elector8, Pay.net, and Microsoft Office applications.
  
• Process customer payments where required.
  
• Complete administrative tasks, correspondence, and documentation in accordance with corporate standards.
  
• Ensure all records comply with GDPR and data protection requirements.
  

Partnership Working

• Work collaboratively with internal departments and external partners including:
  
• Department for Work and Pensions (DWP)
  
• Anglia Revenues Partnership (ARP)
  
• Housing Services
  
• Norse and other service providers
  
• Share information appropriately to support customer resolution and service delivery.
  
• Develop effective working relationships with colleagues and stakeholders.
  

Continuous Improvement

• Identify opportunities to improve processes, customer journeys, and service delivery.
  
• Promote lower-cost contact channels including web chat, email, and self-service options.
  
• Escalate complex cases appropriately and proactively resolve issues where possible.
  
• Contribute ideas and recommendations for service improvements.
  

Customer Care and Complaints

• Deal effectively with customer concerns, complaints, compliments, and feedback.
  
• Apply appropriate communication and conflict-resolution techniques when handling difficult or sensitive situations.
  
• Remain calm and professional when supporting distressed or vulnerable customers.
  
• Ensure customer interactions are managed in line with Customer Service Standards.
  

Experience Required

Essential

• Experience using IT systems, databases, and Microsoft Office applications.
  
• Experience delivering excellent customer service in a customer-facing environment.
  
• Experience handling enquiries via telephone, email, and digital communication channels.
  
• Experience maintaining accurate records and customer information.
  

Desirable

• Minimum 18 months' experience in a comparable Customer Services role.
  
• Experience within Local Government, Public Sector, Housing, Revenues and Benefits, or related services.
  
• Experience processing customer payments.
  
• Experience using CRM, Civica, Capita, Elector8, Pay.net, or similar systems.
  
• Experience working in a high-volume contact centre or customer service environment.
  

Qualifications

Essential

• Four GCSEs (or equivalent) at Grade C/4 or above, including English and Mathematics.
  

Desirable

• NVQ Level 3 in Customer Service or equivalent qualification.
  
• Relevant customer service training and development.
  
• Additional qualifications related to local government administration, customer services, or contact centre operations.
  

Knowledge, Skills and Competencies

Knowledge

• Customer service principles and best practice.
  
• GDPR and data protection requirements.
  
• Understanding of Council services and local government operations.
  
• Digital customer service channels and systems.
  

Skills

• Excellent verbal and written communication skills.
  
• Strong customer service and relationship-building abilities.
  
• Fast and accurate keyboard and data entry skills.
  
• Good numeracy and administrative skills.
  
• Ability to prioritise workload and manage competing demands.
  
• Strong problem-solving and decision-making skills.
  
• Ability to remain calm under pressure and handle challenging situations professionally.
  
• Ability to work independently and as part of a team.
  

Competencies

• Customer Focus
  
• Communication
  
• Teamwork
  
• Problem Solving
  
• Accuracy and Attention to Detail
  
• Resilience
  
• Adaptability
  
• Digital Confidence
  
• Professionalism
  
• Continuous Improvement
  

Additional Information

• Location: Primarily Remote/Hybrid
  
• Office Locations: Lowestoft – Riverside, 4 Canning Road, NR33 0EQ (Contact Centre)
  
• Duration: Initial 6-week assignment
  
• Hours: 37 hours per week
  
• Pay Rate: £14.59 per hour (Umbrella)
  
• Start Date: Thursday 30th July
  
• Requirement: Candidates should be local to enable collection and return of equipment and have knowledge of the local area.
  
• Payment Schedule: Bi-weekly
  
• Start Date: Immediate start available
  
• Closing Date: Applications closing soon – early applications are encouraged