Customer Service Advisor

Ashford Borough Council; Ashford; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Flexible working

Pension scheme

Relocation package

Life insurance

Training and development

Job summary

Ashford Borough Council is seeking a customer service adviser to be the first point of contact for residents, businesses, and visitors. You will handle enquiries via telephone, in person, email, webchat and social channels to provide accurate information and a great experience.

You will work as part of a supportive team, using various IT systems and undertaking payments, applications and document verifications, with hybrid working to support life balance and development.

Qualifications

• Experience delivering high-quality customer service across multiple channels.
• Able to handle enquiries with sound judgement and professionalism.
• Willingness to learn about Council services and processes.

Responsibilities

• Provide high-quality enquiry service across channels (phone, face to face, email, webchat, social media).
• Resolve enquiries at first contact wherever possible.
• Support customers with payments, applications and document verification processes.

Skills

Communication skills

Customer service

Problem solving

Teamwork

Tools

IT systems navigation

Job description

Are you passionate about delivering excellent customer service and helping people access the services they need? Do you enjoy solving problems, working as part of a team, and making a positive difference to customers every day? This is a varied and rewarding role where you will be the first point of contact for residents, businesses and visitors, helping them access Council and partner services through a range of communication channels. You will provide a high-quality enquiry service, assisting customers by telephone, face to face, email, webchat, social media and online channels. You will work to resolve enquiries wherever possible at the first point of contact, ensuring customers receive accurate information and an excellent customer experience. This role requires strong communication skills, sound judgement and the ability to work confidently across a wide range of services.

You will use a variety of IT systems to manage enquiries, update records and support customers with applications, payments and service requests. Working as part of a supportive team, you will receive training to develop your knowledge of Council and partner services and will play an important role in promoting customer satisfaction and continuous service improvement. In addition, you will be supporting customers with payments, applications and document verification processes.

• Communicate confidently and professionally, both verbally and in writing
• Remain calm and make effective decisions in a busy environment.
• Handle a variety of enquiries and adapt their approach to meet different customer needs. In April 2028 Local government in Kent is moving to a new unitary council structure. If you join us now, you will be employed by Ashford Borough Council in the first instance, but staff are expected to transfer to the new organisation under TUPE arrangements in April 2028. This means your continuity of employment and existing terms and conditions will be protected.

Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide. We welcome applications from the Armed Forces Community.

Hybrid Working - We are an organisation that puts people first and understands how important employee wellbeing is. We want to help you to balance your working life and home life and offer flexible ways of working to help structure your life in a positive and productive way; both at home and in the office. This maximises personal development and collaborative working.

Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.