Customer Experience Advisor

Welwyn Hatfield Borough Council; Hatfield; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Flexible working

Free parking

Access to electric pool cars

Job summary

Welwyn Hatfield Borough Council is seeking a friendly Customer Service Advisor to be the first point of contact for callers across phone, email, and Live Chat. You will log requests in CRM and housing systems, provide accurate information, and support residents with a wide range of queries.

We value excellent communication, a positive professional approach, and a passion for delivering outstanding customer service.

Qualifications

• Clear and confident communication across all contact channels.
• Professional and courteous with customers.
• Proficient with CRM and housing management systems.
• Ability to stay calm and helpful during challenging conversations.
• Demonstrates a genuine passion for delivering great customer service.

Responsibilities

• Help customers across all contact channels (phone, email, Live Chat).
• Provide clear, accurate information to enquiries.
• Log service requests in CRM and housing systems (e.g., housing repairs, missed bins, parking).
• Support customers with a wide range of queries.
• Be the first point of contact on the reception desk; respond with professionalism.

Skills

Excellent communication

Positive professional approach

Confidence with digital systems

Calm under pressure

Customer service passion

Tools

CRM systems

Housing systems

Job description

Welwyn Hatfield Borough Council is seeking a friendly Customer Service Advisor to be the first point of contact for callers across phone, email, and Live Chat. You will log requests in CRM and housing systems, provide accurate information, and support residents with a wide range of queries.

We value excellent communication, a positive professional approach, and a passion for delivering outstanding customer service.