Council Customer Service Advisor

Carrington Blake Recruitment; Carmarthen; On-site; GBP 18,000 - 24,000; Part time

Job summary

Carmarthenshire County Council is seeking a Customer Services Officer for a fixed-term 4-month role based in Carmarthenshire. The role primarily handles telephone enquiries, with face-to-face, email, and digital interactions to guide residents to information and online self-service.

Responsibilities include delivering accurate information, resolving issues at first contact, and supporting customers across Council services while maintaining data accuracy and confidentiality.

Qualifications

• Previous customer service or contact centre experience.
• Experience dealing with members of the public and responding positively to their needs.
• Excellent telephone and interpersonal skills.
• Ability to remain calm, professional and empathetic when dealing with difficult situations.
• Strong IT and keyboard skills with the ability to use a range of systems and applications.
• Excellent attention to detail and the ability to work accurately in a busy environment.
• The confidence to explain information clearly and support customers to resolve issues themselves.
• A proactive, self-motivated and flexible approach.
• The ability to work effectively as part of a team.

Responsibilities

• Deal with customer enquiries primarily by telephone, as well as face-to-face and through digital channels.
• Provide accurate information and assistance across a wide range of Council services.
• Aim to resolve enquiries at the first point of contact, taking ownership of customer queries wherever possible.
• Support customers with online services and encourage digital self-service.
• Assist customers with completing forms, applications, service requests and documentation.
• Process and update customer information accurately on Council systems and databases.
• Deal with enquiries relating to Council Tax, Housing Benefits, Housing Repairs, Homelessness, Debt Recovery, Blue Badges, Licensing, Refuse and Recycling and Public Protection.
• Identify customers who may require additional financial or wellbeing support and make appropriate referrals.
• Deal sensitively and professionally with challenging or vulnerable customers.
• Remain alert to potential fraudulent claims or documentation.
• Work within relevant Council procedures, legislation and guidelines when providing information and making decisions.
• Maintain confidentiality and comply with Data Protection requirements.
• Record customer feedback, complaints, satisfaction information and other relevant data.
• Support the monitoring and response of the Council’s corporate social media account when required.
• Work flexibly across different Council sites and access channels according to operational requirements.
• Assist with the training and development of new members of staff when required.

Skills

Customer service experience

Telephone skills

IT skills

Attention to detail

Teamwork

Calm under pressure

Education

NVQ Level 3 in Customer Care

Job description

Carmarthenshire County Council is seeking a Customer Services Officer for a fixed-term 4-month role based in Carmarthenshire. The role primarily handles telephone enquiries, with face-to-face, email, and digital interactions to guide residents to information and online self-service.

Responsibilities include delivering accurate information, resolving issues at first contact, and supporting customers across Council services while maintaining data accuracy and confidentiality.