Customer Service Adviser - Contact Centre

Shropshire Bus Enhanced Partnership; Shrewsbury; Hybrid; GBP 21.000 - 27.000; Vollzeit

Zusammenfassung

Shropshire Council is seeking a Customer Service Advisor on a fixed-term 12-month contract to help members of the public with enquiries about a wide range of council services. You will listen, ask the right questions and provide clear information, aiming to resolve enquires at the first point of contact.

You will join a busy, supportive team where calm approach, good judgement and commitment to excellent customer service make a real difference to people across Shropshire.

Qualifikationen

• Experience in customer service or contact centre.
• Able to explain information clearly and put customers at ease.
• Calm, professional and respectful with difficult enquiries.
• Able to use multiple digital systems while speaking with customers.
• Commitment to equality, confidentiality and high public service standards.

Aufgaben

• Answer enquiries from the public and provide clear information.
• Update council systems in real time.
• Resolve issues at first point of contact where possible.
• Redirect complex or urgent matters to the appropriate service.
• Support colleagues in a busy team environment.

Kenntnisse

Confident communicator

Active listening

Customer service experience

Public-facing environment

Calm under pressure

Digital systems literacy

Attention to detail

Team player

Jobbeschreibung

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.

Interested in making a difference through great customer service?

Attached documents
JD - Customer Service Advisor.pdf
Advert - Customer Service Adviser.pdf
PS - Customer Service Adviser.pdf