Customer Service Advisor

Customer Service Advisor (Contact Centre) – East Suffolk

Location: Remote / Hybrid – Melton IP12 (Equipment Collection) – Lowestoft, NR33 (Contact Centre Location)

Salary: £14.59 per hour

Full Time – Monday to Friday – 8:45am to 5:00pm - 37 hours

Contract: Initial 6 week contract with potential extension

Main Purpose

Join a skilled Customer Services team delivering high-quality support across a range of Council services. Provide an excellent customer experience by resolving enquiries at the first point of contact through telephone, email, web chat, social media, text message and face-to-face channels. Promote digital services, identify opportunities to improve efficiency, and deliver value for money.

Our Values

\n
• Proud – Believing in who we are, what we do and where we live.
\n
• Dynamic – Transforming the future with you in mind.
\n
• Truthful – Honest and clear in all we do.
\n
• Good Value – Delivering outstanding services smartly and economically.
\n
• United – Working together as one team.
\n

Key Responsibilities

\n
• Provide advice, information and case resolution across a wide range of Council services through multiple communication channels.
\n
• Resolve customer enquiries efficiently, aiming for first-contact resolution wherever possible.
\n
• Deliver excellent customer service by following through on commitments and meeting Customer Service Standards.
\n
• Build positive relationships with customers, colleagues and partner organisations.
\n
• Maintain knowledge of Council services, including Elections, Environmental Services, Garden Waste, Housing Needs, Revenues & Benefits, Homechoice, Land Charges and other key service areas.
\n
• Use Council IT systems such as CRM, Civica, Capita, Elector8 and Pay.net to manage enquiries and maintain accurate customer records.
\n
• Support customers in using the Council's digital services and encourage lower-cost contact methods such as self-service, web chat and email.
\n
• Identify and resolve issues proactively, escalating complex cases when appropriate.
\n
• Recommend improvements to customer services and wider Council processes.
\n
• Ensure customer information is recorded accurately and handled in compliance with GDPR.
\n
• Work collaboratively with partner organisations including DWP, ARP, Norse and Housing teams.
\n
• Produce correspondence and complete administrative tasks in line with corporate standards.
\n
• Handle sensitive, emotional or challenging situations professionally, using effective communication and conflict resolution skills.
\n
• Record customer compliments, comments and complaints accurately.
\n
• Promote the Council's values and contribute positively to the team.
\n

Essential Requirements

Knowledge & Experience

\n
• Experience using IT systems and Microsoft Office applications.
\n
• (Band 3) At least 18 months' experience in a comparable customer service environment.
\n
• Understanding of Council services.
\n
• Experience taking payments over the telephone.
\n

Skills

\n
• Excellent written and verbal communication.
\n
• Accurate keyboard and numeracy skills.
\n
• Ability to work under pressure in a high-volume customer service environment.
\n
• Ability to remain calm and professional when dealing with distressed or difficult customers.
\n
• Understanding of confidentiality and handling sensitive information.
\n
• Ability to work independently and across different locations.
\n

Education

\n
• Minimum of four GCSEs (Grade C/4 or above), including English and Maths, or equivalent.
\n
• (Band 3) Relevant customer service experience and training.
\n

Desirable

\n
• NVQ Level 3 in Customer Service or equivalent.
\n
• Knowledge of:
\n
• Council Tax and Housing Benefit legislation.
\n
• Housing and Homelessness legislation.
\n
• GDPR.
\n

Recruitment is done in line with safe recruitment practices 4Recruitment Services is an equal opportunities employer.