Customer Service Advisor

We Manage Jobs(WMJobs); Birmingham; On-site; GBP 24,000 - 27,000; Full time

Job summary

A local authority contact centre in Birmingham is seeking a Customer Service Advisor to respond to customer enquiries and provide exceptional service over digital channels and phone. The ideal candidate is skilled in communication and problem-solving, with experience in a Local Authority Customer Contact Centre preferred. This role promotes flexible working options and a commitment to customer satisfaction.

Qualifications

• Experience of working in a Local Authority Customer Contact Centre is preferable.
• Ability to handle customer complaints professionally.
• Commitment to delivering excellent customer service.

Responsibilities

• Respond to customer enquiries accurately via digital channels or telephone.
• Handle a wide range of calls ensuring high customer satisfaction.
• Take ownership of and resolve customer complaints.

Skills

Strong communication skills

Interpersonal skills

Problem-solving skills

Ability to work in a fast-paced environment

Commitment to outstanding customer service

Job description

Overview

Customer Service Advisor - Birmingham City Council Contact Centre

Permanent

Grade 2 - £24,796 - £26,824

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

What You’ll Be Doing

• Respond to customer enquiries, ensuring accurate information is provided and guiding them to the appropriate council services via digital channels or telephone.
• Handle a wide range of calls from diverse customers, delivering high levels of satisfaction by getting it right the first time.
• Provide consistently excellent customer service and achieve positive outcomes for our citizens.
• Take ownership of customer complaints, resolving them professionally and compassionately, following the correct procedures.

What We’re Looking For

• Strong communication and interpersonal skills
• A commitment to delivering outstanding customer service
• Ability to work in a fast-paced environment
• Problem-solving skills and a proactive attitude
• Experience of working in a Local Authority Customer Contact Centre

Why Join Us?

We welcome applications from individuals with caring responsibilities and offer flexible working options to support work-life balance.

Application Instructions

Please upload your up-to-date CV via the attachments part of your application, this is required for shortlisting. Unfortunately, we cannot consider any applications without a CV attached.

Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

For any informal enquiries please contact: [e-mail]

We welcome applications from people with caring responsibilities and flexible working options will be considered.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Job Description and PersonSpecification