Customer Service Adviser - Contact Centre

Shropshire Council; Shrewsbury; On-site; GBP 21,000 - 25,000; Full time

Job summary

Shropshire Council is offering a fixed-term Customer Service Advisor position for 12 months. You will help members of the public with enquiries across council services, listening carefully and providing clear, accurate information to resolve issues at first contact where possible.

You will handle calls in real time, update council systems and ensure urgent matters reach the right service. Join a busy, supportive team where your calm approach and commitment to high-quality public service makes a

Qualifications

• You are a confident communicator and active listener who can explain information clearly and put customers at ease.
• 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.

Responsibilities

• Handle calls in real time and provide clear information to resolve enquiries at first point of contact where possible.
• Update council systems during interactions and ensure cases are directed to the right service for more complex issues.
• Maintain a calm, professional manner and deliver excellent customer service in a busy environment.

Skills

Communication

Active listening

Public-facing experience

Digital systems

Attention to detail

Time management

Equality & confidentiality

Job description

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.