Customer Service Advisor

Opus People Solutions Ltd; Lowestoft; Hybrid; GBP 19,000 - 22,000; Full time

Job summary

Opus People Solutions are recruiting on behalf of East Suffolk Council for a temporary Customer Service Advisor. The role is primarily remote but requires local knowledge for equipment collection and return from East Suffolk locations in Lowestoft and Melton.

The position focuses on providing administrative support to a front-facing Customer Services team, handling enquiries efficiently and in line with service standards.

Qualifications

• Previous experience in a customer contact centre environment.
• Excellent verbal and written communication skills.
• Strong IT skills with MS 365 apps and Teams.
• Local to Lowestoft/Melton area and able to collect/return equipment.

Responsibilities

• Manage and administer Customer Services mailboxes daily.
• Respond to enquiries accurately within SLAs.
• Log customer enquiries in the CRM system.
• Allocate cases to relevant service teams.
• Chase and escalate outstanding enquiries as needed.
• Signpost customers to self-service options.
• Provide administrative support to the Garden Waste team.
• Support learning exchange administration and engagement initiatives.
• Build positive relationships with customers to maintain trust in council services.
• Collaborate with the wider Customer Services team while managing workload independently.

Skills

Communication

Attention to detail

Work under pressure

Independence

Microsoft 365

Microsoft Teams

Education

GCSE/O Level English and Maths

Tools

Microsoft 365

Microsoft Teams

Job description

Customer Service Advisor

Location: Hybrid - up to 3 days onsite with local area knowledge required (Lowestoft/Melton area)

Pay Rate: £14.59 per hour PAYE

Contract Length: Initial 6-week assignment with potential to extend.

Start Date: ASAP

Hybrid working arrangements can also be considered

Equipment Collection Location- East Suffolk House, Riduna Park, Melton, IP12 1RT

Contact Centre Location- Riverside, 4 Canning Road, Lowestoft, NR33 0EQ

About the Role

Opus People Solutions are recruiting on behalf of our Client, East Suffolk Council, for a Customer Service Advisor on a temporary basis, to join a busy and supportive Customer Services Administration and Training Team. This is primarily a remote position, although applicants must live locally to enable collection and return of equipment and demonstrate knowledge of the local area.

This role focuses on providing administrative support to a front-facing Customer Services team, ensuring customer enquiries are handled efficiently, professionally, and within agreed service standards.

No interview process is required. Successful candidates will be selected following hiring manager review of submitted CVs and completion of compliance checks.

Key Responsibilities

• Manage and administer Customer Services mailboxes on a daily basis
• Respond to enquiries accurately, professionally, and within agreed SLAs
• Log customer enquiries using the Service CRM system
• Allocate cases to relevant service teams
• Chase and escalat e outstanding enquiries where required
• Signpost customers to appropriate self-service council options
• Process:
• Address issue enquiries
• Deceased customer notifications
• Garden waste change of address requests
• Support Learning Exchange administration
• Provide administrative support to garden waste specialists and assist with garden waste enquiries during busy periods
• Build positive relationships with customers and help maintain trust in council services
• Support the promotion and implementation of Customer Services principles across the wider organisation
• Assist with the design and delivery of engagement initiatives for the wider Customer Services team
• Work collaboratively while managing workload independently

Essential Requirements

• Previous experience working within a customer contact centre environment
• Previous experience in customer service or customer advisor roles
• Experience working in fast-paced, high-volume environments
• Excellent verbal and written communication skills
• Strong attention to detail with quick and accurate keyboard skills
• Ability to work under pressure and manage competing priorities
• Ability to work independently and use initiative
• Strong IT skills, including experience using Microsoft 365 applications and Microsoft Teams
• GCSE/O Level qualifications (Grade A-C / 4-9) or equivalent, including English and Mathematics
• Local to the Lowestoft/Melton area with the ability to collect and return equipment when required

All offers are subject to satisfactory compliance screening, including verification of the right to work in the UK and satisfactory employment references.