Contract to start ASAP until 16-10-26 with a possible extension.

Job Purpose

The Customer Service Advisor is responsible for delivering high-quality customer support to residents, businesses, and visitors across Bournemouth, Christchurch, and Poole.

The role involves handling enquiries through multiple channels, providing accurate information about council services, resolving customer issues efficiently, and ensuring an excellent customer experience while adhering to council policies and procedures.

Responsibilities

Respond to customer enquiries via telephone, email, webchat, and face-to-face interactions.

Provide accurate information regarding council services, policies, procedures, and local government regulations.

Resolve customer issues at the first point of contact whenever possible.

Record, update, and maintain customer interactions within council systems and databases.

Process service requests, applications, payments, and referrals in accordance with established procedures.

Escalate complex cases to relevant departments when required.

Support vulnerable residents by ensuring appropriate assistance and referrals are provided.

Meet individual and team performance targets, including service levels and customer satisfaction measures.

Maintain confidentiality and comply with data protection requirements.

Contribute to continuous improvement initiatives and service enhancements.

Participate in training and development activities to maintain knowledge of council services.

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

5298038-06-26