Customer service Advisor

Confidential; Dudley; On-site; GBP 18,000 - 22,000; Full time

Benefits offered by this job

Weekly Pay

3 months+ tenure

Job summary

Confidential is seeking a Customer Service representative to be the first point of contact for customers via telephone and email. The role emphasizes delivering prompt, accurate, and professional responses while maintaining data protection standards and confidentiality.

You will resolve many enquiries at first contact and escalate more complex issues to relevant departments as required. The position involves handling Blue Badge enquiries, assisting with applications, and providing guidance on

Qualifications

• Excellent verbal and written communication skills.
• Ability to manage a varied workload and prioritise tasks.
• Experience handling enquiries via telephone and digital channels.
• Experience using CRM or case management systems.

Responsibilities

• Act as first point of contact for customers via telephone and email.
• Deliver excellent customer service by responding promptly, accurately and professionally.
• Resolve enquiries at first point of contact where possible; escalate complex cases as needed.
• Maintain customer confidentiality and comply with GDPR and Data Protection requirements.
• Provide information on Blue Badge eligibility, applications, renewals, and appeals.
• Log and investigate reports; update records in CRM systems.
• Assist with completing application forms and submitting supporting documentation.
• Monitor progress and provide updates to customers.

Skills

Customer Focus

Effective Communication

Teamwork

Problem Solving

Attention to detail

Resilience

Accountability

Adaptability

Tools

Microsoft Office

Job description

Customer Service

• Act as the first point of contact for customers via telephone, email channels.
• Deliver excellent customer service by responding to enquiries promptly, accurately, and professionally.
• Resolve customer enquiries at the first point of contact wherever possible.
• Escalate complex cases to the appropriate department when necessary.
• Maintain customer confidentiality and comply with GDPR and Data Protection requirements.
• Handle complaints and challenging situations with empathy, patience, and professionalism.
• Provide information and guidance on Blue Badge eligibility, applications, renewals, replacements, and appeals.
• Assist customers with completing application forms and submitting supporting documentation.
• Process Blue Badge requests and update records accurately on relevant systems.
• Liaise with internal teams and external agencies to support the application process.
• Monitor application progress and provide updates to customers.
• Respond to enquiries relating to household waste, recycling, and environmental services.
• Process requests for replacement bins, additional bins, and recycling containers.
• Log and investigate reports of missed collections and arrange appropriate follow-up action.
• Provide advice on collection schedules, recycling policies, bulky waste collections, and waste disposal procedures.
• Ensure service requests are recorded accurately and passed to operational teams where required.
• Maintain accurate customer records and case notes using customer relationship management (CRM) systems.
• Ensure all enquiries and requests are processed within agreed service standards and deadlines.
• Prepare correspondence, emails, and documentation as required.
• Contribute to service improvements by identifying recurring issues and proposing solutions.

Person Specification

• Previous experience in a customer service environment.
• Experience handling customer enquiries via telephone and digital channels.
• Experience using databases, CRM systems, or case management systems.
• Ability to work within established procedures and service standards.

Essential Skills and Knowledge

• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to manage a varied workload and prioritise tasks effectively.
• Good problem-solving and decision-making abilities.
• Strong attention to detail and accuracy.
• Competent in Microsoft Office applications.
• Ability to remain calm and professional when dealing with difficult customers.

Desirable Skills and Experience

• Experience working within local government or public sector services.
• Knowledge of Blue Badge schemes and eligibility requirements.
• Knowledge of waste and recycling services.
• Experience dealing with vulnerable customers.
• Familiarity with CRM and case management software.

Key Competencies

• Customer Focus
• Effective Communication
• Teamwork
• Problem Solving
• Accuracy and Attention to Detail
• Resilience
• Accountability
• Adaptability

Working Conditions

• Office-based, Full time.
• Weekly Pay.
• 3 months +

Connect 2 Dudley is a trading style of Dudley & Kent Commercial Services LTD - A joint venture between Dudley Metropolitan Council & Commercial Services Kent Ltd. Connect 2 Dudley is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.