Customer Service Advisor

Schools’ Choice; Lowestoft; Hybrid; GBP 28,000 - 33,000; Part time

Job summary

East Suffolk Council is seeking a temporary Customer Service Advisor to join the busy Customer Services Administration and Training Team. The role is primarily remote, with local area knowledge required to collect and return equipment.

You will manage inboxes, respond to enquiries within SLAs, log cases in the CRM, and support garden waste and other council services. The 6-week PAYE assignment has potential extension, and hybrid arrangements may apply.

Qualifications

• Experience in a customer contact centre environment.
• Excellent verbal and written communication skills.
• Strong IT skills including Microsoft 365 and Teams.
• GCSE/O Level English and Maths or equivalent.

Responsibilities

• Manage and administer Customer Services mailboxes daily.
• Respond to enquiries accurately within SLAs.
• Log customer enquiries in the Service CRM system.
• Allocate cases to relevant service teams.
• Chase and resolve outstanding enquiries as required.
• Signpost customers to self-service council options.
• Assist with garden waste administration and enquiries.

Skills

Communication skills

IT skills

Typing/keyboard skills

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 escape 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.