Senior Customer Service Advisor

Senior Customer Service Advisor needed!!

* Salary: £18.26 per hour
* Location: Hybrid
* Hours: Monday - Friday 9am - 5pm
Till October 2025

1. Purpose of Job

1.1 To effectively provide a high quality advice, information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels. Assist the team leader in guiding, coaching, mentoring and training team members. To handle more specialist enquiries as designated.

2. MAIN DUTIES:

2.1 Participate in a rota to cover the general reception desk, front service desks and telephone work stations, providing cover across the service centre as daily demand requires.

2.2 To have expert knowledge of and experience with Council Tax, Housing Benefit and the Council Tax Reduction scheme.

2.3 Record accurate and timely statistical information

2.4 Actively recognises the need for customer confidentiality

2.5 Liaise with all other Council sections and departments to ensure handover of actions as necessary

2.6 To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards

2.7 Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service

2.8 Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries

2.9 Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments

Please apply today!