Customer Service Adviser

SHROPSHIRE COUNCIL; Shrewsbury; On-site; GBP 19,000 - 23,000; Full time

Job summary

SHROPSHIRE COUNCIL is seeking a Customer Service Advisor to be at the heart of frontline support. You will help members of the public with enquiries across a wide range of council services, listening carefully and providing clear, accurate information to resolve issues at the first point of contact wherever possible.

You will use several digital systems, stay calm under pressure and work as part of a busy, supportive team.

Qualifications

• Experience in customer service or contact centre.
• Clear communication skills with the ability to explain information simply.
• Calm, professional and respectful when dealing with sensitive or urgent enquiries.

Responsibilities

• Handle enquiries from the public across a wide range of council services.
• Use several digital systems to update records and case notes.
• Refer more complex issues to the appropriate team and ensure timely resolution.

Skills

Communication

Active listening

Public service

Multitasking

Attention to detail

Job description

Do you enjoy helping people and finding solutions? As a Customer Service Advisor, you will be at the heart of our service, helping members of the public with enquiries about a wide range of council services. Every call will be different. You will listen carefully, ask the right questions and provide clear, accurate information, resolving enquiries at the first point of contact wherever possible. You will handle calls in real time, update council systems and make sure complex, sensitive or urgent matters reach the right service. You will join a busy, supportive team where your calm approach, sound judgement and commitment to excellent customer service will make a genuine difference to people across Shropshire.

• You are a confident communicator and active listener who can explain information clearly and put customers at ease.
• You have experience in customer service, a contact centre or another public-facing environment.
• You remain calm, professional and respectful when dealing with challenging, sensitive or urgent enquiries.
• You are comfortable using several digital systems while speaking with a customer.
• You use good judgement, pay attention to detail and record information accurately.
• You can prioritise a busy workload while supporting colleagues and contributing to a positive team environment.
• You are committed to equality, confidentiality and providing a high-quality public service.