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Customer Services Advisor

  • Location:


  • Sector:

    Housing & Local Authority

  • Job type:


  • Salary:

    £9.00 - £10.90 per hour

  • Contact:

    Jordan Richards

  • Contact email:

  • Job ref:


  • Published:

    about 1 month ago

  • Duration:

    3 Months

  • Expiry date:


  • Startdate:


Customer Services Advisor

Purpose of the Post

To communicate with the public about the key COVID-19 messages, contacting people who need support locally and to respond accurately and professionally to a range of COVID-19 related duties, including customer enquiries received through the telephone, supporting the governments track and trace programme, and enforcement.

* Respond to customer enquiries (some of which may be upsetting) received through multiple access channels including, telephony, face to face, e-mail, web chat and social media, in accordance with the Council's Digital First principles, standards of professional conduct and taking into account any safeguarding issues.
* To analyse and interpret information given by the customer accurately and make appropriate decisions from a range of options.
* To be aware of and abide by key areas of legislation and maintain awareness of policies and procedures which impact on how the service is delivered.
* Liaise with internal and external stakeholders including managers, employees, Elected Members and members of the public, ensuring information and communication links are maintained.
* To take a one Council approach, listening carefully, speaking positively and ensuring the customer receives an efficient, friendly, courteous and helpful experience.
* To handle complaints and difficult or aggressive customers in a calm and professional manner, ensuring a customer focused service, demonstrating initiative, diplomacy and resilience in a demanding environment.
* Undertake duties whilst dealing with interruptions, queries and conflicting demands arising from customer queries and requests, ensuring key performance indicators are achieved.
* Promote, support and encourage customer independence through the use of self-service channels e.g. via the internet.

* Support licensed premises visits, advising local venues on how to operate safely and adhere to Government legislation

* Assist the Local Authority Track and Trace team in advising and supporting residents who have tested positive for COVID-19

* Input, check and maintain electronic data and files across a range of systems, ensuring information is accurately and appropriately stored.