Customer Service Adviser - Contact Centre

Wollborg Michelson Personnel Service Inc; Shrewsbury; On-site; GBP 21,000 - 26,000; Full time

Job summary

Shropshire Council is seeking a Customer Service Advisor on a fixed-term contract of 12 months. You will be at the heart of our service, helping members of the public with enquiries about a wide range of council services.

Each call is unique, and you will listen, ask the right questions and provide clear information, aiming to resolve issues at the first point of contact. You will join a busy, supportive team, handling calls in real time, updating council systems and ensuring complex or urgent

Qualifications

• Clear communication and the ability to explain information to diverse customers.
• Active listening and problem solving to resolve enquiries at the first point of contact.
• Experience in a contact centre or public-facing environment is desirable.
• Comfort using multiple digital systems while speaking with customers.

Responsibilities

• Handle customer calls and provide accurate information.
• Update council systems during interactions.
• Ensure enquiries are resolved at first contact where possible.
• Escalate complex or urgent matters to the appropriate service.

Skills

Communication skills

Active listening

Public-facing experience

Digital systems familiarity

Calm under pressure

Attention to detail

Team collaboration

Job description

Shropshire Council,

This is a fixed term contract for 12 months.

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.

The ideal candidate will bring the following...

• 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.

Attached documents

JD - Customer Service Advisor.pdf

Advert - Customer Service Adviser.pdf

PS - Customer Service Adviser.pdf