Customer First Resolution Team Advisor -Customer Contact

Eastbourne Homes Limited; Eastbourne; On-site; GBP 21,000 - 27,000; Full time

Job summary

Eastbourne Homes Limited in Eastbourne is seeking a Customer First Resolution Team Advisor to deliver high-quality customer service across council services via telephone, email, online, social media and face-to-face interactions.

You will be the first point of contact for customers, resolving a wide range of requests and providing the right next steps without requiring customers to tell their story repeatedly.

Responsibilities

• Proactively managing and resolving a wide range of customer requests, providing clear next steps and reducing the need for customers to repeat their story.
• Working as part of a fast-paced, multi-skilled team with strong communication and personal resilience.
• Retrieving and interpreting information from computerised databases and handling enquiries by phone, email and face-to-face.
• Using social media to respond to customers where appropriate (desirable but not essential).
• Travel to locations as required by demand, with some home-working options where operationally permitted.

Job description

Customer First Resolution Team Advisor -Customer Contact

Hours: 37 hours per week

Location: Eastbourne Borough and Lewes District Councils

Contract:Permanent

DBS Check:Basic

Closing Date:19/10/2026 at 12:00

Interviews:W/C 26/10/2026

Are you passionate about using your skills and expertise to deliver great customer service?

Our Customer Contact team provides the highest level of customer support for a wide range of council services via telephone, email, online, social media and face to face. As a Customer Advisor you will be the first point of contact for customers of the Council and will be a member of a fast paced, multi-skilled customer service team, proactively managing and resolving a wide range of customer requests, making a rapid assessment of the best next step and helping customers to get the help and support they need without having to tell their story again and again.

In this demanding role you will be a team player with good communication skills, personal resilience, and experience of working within a fast-paced customer service environment dealing with complex or sensitive enquiries. You will be confident in retrieving and interpreting information from computerised databases, dealing with customer enquiries over the telephone, email and face to face. Experience of using social media to respond to customers is desirable, but not essential.

The successful candidate will either be based at 6 High Street, Lewes, BN7 2AD, Saxon House, Newhaven, BN9 9QX, or at our Eastbourne office in Grove Road; however you may be required to travel to either location depending on demand and working from home where operationally required or permitted.