Customer Service Advisor

To provide an excellent and professional customer service experience to customers contacting the Contact Centre resolving enquiries at the first point of contact wherever possible. The role involves handling a wide range of customer enquiries on behalf of Charnwood Borough Council and its partners providing information guidance and support in a prompt courteous and empathetic manner while maintaining high standards of accuracy and customer care.

• Act as the first point of contact for customers contacting the Contact Centre by telephone and other communication channels.
  
• Handle customer enquiries efficiently and professionally taking ownership of requests through to resolution.
  
• Provide accurate information advice and guidance relating to Council services and partner services.
  
• Use CRM and other software systems effectively to process customer enquiries update records and maintain accurate information.
  
• Liaise with internal departments and colleagues to resolve more complex customer queries and arrange appointments where required.
  
• Conduct customer follow-up activities in accordance with agreed procedures including customer satisfaction surveys.
  
• Maintain accurate up-to-date records and complete clerical and administrative duties as required.
  
• Provide switchboard cover when necessary.
  
• Process payments in accordance with Council procedures and regulations.
  
• Handle challenging or sensitive situations with tact diplomacy patience and empathy to achieve positive outcomes.
  
• Work collaboratively as part of the wider Customer Services team to deliver consistent and high-quality customer service.
  
• Ensure all service delivery is fair inclusive and non-discriminatory in line with Council policies and the Equality Act 2010.
  
• Undertake additional duties appropriate to the grade and responsibilities of the role as required.
  

• Recent experience providing customer service and advice to members of the public within a busy customer service environment.
  
• Previous experience working within a contact centre or telephone-based customer service environment is desirable.
  
• Strong communication and listening skills with the ability to build rapport with a wide range of customers.
  
• Ability to remain calm tactful patient and professional when handling difficult or sensitive situations.
  
• Good IT literacy skills including experience using CRM systems and Microsoft Windows-based applications.
  
• Accurate data entry and keyboard skills with strong attention to detail.
  
• Ability to work effectively under pressure with minimal supervision while maintaining accuracy and consistency.
  
• Positive and customer-focused approach with a commitment to delivering excellent customer care.
  
• Strong teamwork skills and the ability to collaborate effectively with colleagues across services.
  
• Flexible approach to working patterns and the ability to provide cover for colleagues where required.
  
• Understanding of equality diversity and inclusion principles and the ability to apply them in the workplace.
  
• Educated to GCSE/O Level standard or equivalent or able to demonstrate relevant practical experience.
  

• Hours per week: 32.5 hours
  
• Payment frequency: Bi-weekly
  
• Location: Customer Contact Centre Charnwood Borough Council
  
• Working arrangement: Office-based Monday to Friday 9:00am 4:00pm with a 30-minute lunch break