Customer Service Advisor

Confidential; Greater London; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Hybrid working after training

Structured training programme

Competitive hourly pay

Job summary

Confidential in Enfield and North London is seeking a Customer Service Advisor to handle high-volume inbound calls in a busy local authority contact centre.

You will deliver accurate, customer-focused support across council services, with training and a hybrid working pattern after initial onboarding. The role emphasizes first-contact resolution and empathetic handling of residents' enquiries.

Qualifications

• Recent experience in high-volume inbound calls in a busy environment.
• Strong listening and problem-solving skills with customer focus.
• Ability to navigate CRM and data-entry with accuracy.

Responsibilities

• Handle high-volume inbound calls and provide professional customer service.
• Resolve enquiries at first contact and signpost to services.
• Manage complaints and handle vulnerable customers with empathy.
• Record accurate call notes and update CRM systems.
• Meet service levels, quality targets and customer satisfaction standards.

Skills

Active listening

Empathy

De-escalation

First contact

CRM experience

Communication

Problem-solving

Attention to detail

Tools

CRM software

Microsoft Office

Job description

Are you an experienced Customer Service Advisor, Call Centre Advisor, Contact Centre Agent, Call Handler or Customer Support Advisor looking for a new opportunity in Enfield or North London?

We are recruiting confident, resilient and service-driven professionals with high-volume inbound call experience to join a busy local authority customer services team.

As the first point of contact for residents, you will handle telephone enquiries and provide accurate, customer-focused support across a range of council services. The role uses your communication, active listening, complaint handling, de-escalation, problem-solving, and first-contact resolution skills in a fast-paced public-sector contact centre.

What You'll Be Doing

• Handling high-volume inbound calls and delivering professional telephone-based customer service.
• Resolving council-wide enquiries at first contact and signposting residents to the right service when needed.
• Managing complaints, vulnerable-customer enquiries and challenging conversations with empathy and professionalism.
• Using active listening, effective questioning and clear communication to identify customer needs.
• Updating CRM and case-management systems with accurate customer records and call notes.
• Working towards service-level agreements, quality assurance measures, productivity targets and customer satisfaction standards.

What We're Looking For

• Recent experience as a Customer Service Advisor, Call Centre Advisor, Contact Centre Agent, Call Handler, Customer Support Advisor or Inbound Customer Service Agent.
• Experience handling high-volume inbound calls in a busy, target-driven call centre or contact centre.
• Excellent telephone manner, active listening, questioning, empathy, de-escalation and complaint-resolution skills.
• A proven ability to achieve first-contact resolution and deliver a positive customer experience.
• Confidence using CRM, customer relationship management, case-management, Microsoft Office and data-entry systems while speaking with customers.
• Strong administration, record-keeping, keyboard and attention-to-detail skills.
• Public-sector, local government, local authority, housing, benefits or council customer service experience would be advantageous.

Training and Hybrid Working

You will complete a two-week training programme that combines classroom learning with supported call shadowing. The role follows a flexible working arrangement, with a minimum of two office days each week. You may be required to attend the office during training or to meet service needs.

Why Apply?

• Competitive hourly pay of £18.55 Umbrella.
• Structured training and support.
• Hybrid working after training, subject to service requirements.
• Gain valuable experience in a busy public-sector contact centre.
• The opportunity to make a positive difference to residents every day.

Closing date: 21 October 2026 at 5:00 pm. Appointment is subject to satisfactory compliance checks, including three years of references.

DBHRSolutions is acting as the employment agency for this vacancy. We are committed to equality, diversity and inclusion, and welcome applications from all suitably qualified candidates.