Call Centre Advisor

BBS Recruitment; Greater London; On-site; GBP 23,000 - 30,000; Full time

Benefits offered by this job

Hybrid Working

Training Provided

Recruiter Support

Job summary

Islington Council is seeking an experienced Call Centre Advisor to join its busy contact centre in Islington. You will handle calls from residents, provide high-quality information on council services, and document interactions in the CRM system.

The role requires at least 1 year in a local authority setting, strong communication skills, and the ability to work in a hybrid environment with training provided and support from a recruitment consultant.

Qualifications

• 1+ year experience in a call centre, customer service, or contact centre.
• Excellent communication and active listening skills.
• Calm and professional when dealing with challenging customers.
• Good IT skills and experience with CRM/case management systems.
• Strong organisation and attention to detail.

Responsibilities

• Answer incoming calls from residents and provide professional service.
• Respond to enquiries about council services, housing, repairs and local authority services.
• Provide guidance in line with council policies and procedures.
• Support vulnerable residents with empathy and patience.
• Record enquiries and update CRM/case management systems.
• Document interactions clearly and accurately.
• Escalate complex enquiries as needed.
• Collaborate with internal teams to resolve issues promptly.
• Meet individual and team performance targets.
• Handle confidential information per GDPR and policies.
• Maintain a positive, fast-paced service environment.

Skills

Excellent communication

Active listening

Problem solving

CRM experience

Organisational skills

Teamwork

Tools

CRM systems

Job description

We are currently recruiting for an experienced Customer Service Agent to join our client s team based in Islington. The ideal candidate will have at least one year s experience working within a local authority environment and be confident providing high-quality customer service to residents and service users.

This is an excellent opportunity to join a busy and supportive Contact Centre, providing a high-quality customer service to residents across the borough. As the first point of contact, you will play a vital role in delivering an efficient, professional, and compassionate service to members of the public.

Key Responsibilities of the Call Centre Advisor:

• Answer incoming telephone calls from residents, providing a professional, friendly, and efficient service.
• Respond to enquiries relating to council services, housing, repairs, and other local authority services.
• Provide practical advice, guidance, and solutions in line with council policies and procedures.
• Support vulnerable or distressed residents with empathy, patience, and professionalism.
• Accurately record customer enquiries and update information on the council's CRM and case management systems.
• Ensure all customer interactions are documented clearly and accurately.
• Escalate complex enquiries to the appropriate department where necessary.
• Work collaboratively with internal teams to resolve customer issues promptly.
• Meet individual and team performance targets while maintaining excellent customer service standards.
• Handle confidential information in accordance with GDPR and council policies.
• Maintain a positive and professional approach in a fast-paced contact centre environment.

Requirements for the Call Centre Advisor:

• Previous experience working in a call centre, customer service, or contact centre environment.
• Excellent communication and active listening skills.
• Ability to remain calm and professional when dealing with challenging or vulnerable customers.
• Strong problem-solving and decision-making abilities.
• Good IT skills, including experience using CRM or case management systems.
• Excellent organisational skills and attention to detail.
• Ability to work effectively as part of a team and manage a busy workload.

What We Offer for the Call Centre Advisor:

• Monday to Friday shift patterns between 8:00am and 8:00pm, with occasional Saturday shifts (8:00am 12:00pm).
• Opportunity to gain valuable experience with one of London's leading local authorities.
• Training will be given
• Support from a dedicated recruitment consultant throughout your assignment.
• Hybrid Working