Customer Service Advisor

Essential Employment; Metropolitan Borough of Solihull; On-site; GBP 40,000 - 60,000; Full time

Job summary

A service provider is seeking a Customer Service Advisor in Solihull. The role requires effective handling of customer inquiries and problem-solving. Candidates should exhibit strong interpersonal skills and the ability to work as part of a team. This is a full-time position with flexible working hours available.

Qualifications

• Experience in handling customer inquiries via various communication methods.
• Ability to understand and solve complex customer issues.
• Familiarity with Council policies and procedures.

Responsibilities

• Handle diverse customer inquiries through face-to-face and digital communication.
• Ensure timely and professional handling of customer issues.
• Maintain accurate records in accordance with service standards.

Skills

Effective problem solving

Interpersonal skills

Communication skills

Job description

Customer Service Advisor needed in Solihull, £13.47phE – Reference : 452171

Fully on-Site

Working hours : 37 hours, 9 – 5 and 9 – 4 : 30. Can be flexible with 4 days, etc

• The post holder is a member of the Connect Customer Contact Service which handles a diverse range of enquiries, via face to face, incoming and outgoing telephone calls, emails, live chat and Short Message Services (SMS).
• To answer all enquiries in a timely, courteous, and professional manner, ensuring that customer needs are clearly understood, and those enquiries are followed through to conclusion, through the use of effective problem solving and interpersonal skills.
• To ensure effective handling of complex customer contacts; ascertain customer needs, provide advice and guidance as necessary within the relevant service area such as Council Tax. Benefits, Social Services, Registrars, Environmental etc.
• To use own initiative and problem-solving skills to deal with enquiries via a range of communication methods including face to face, telephone, email, live chat, webmail and letter.
• To work as part of a team to handle difficult or sensitive issues and customer complaints effectively.
• To communicate effectively with customers and take responsibility for keeping accurate and up to date records in accordance with appropriate standards, procedures and quality management systems of the service.
• To be familiar with and keep up to date with Council policies, procedures and appropriate legislation.
• To take responsibility for their own personal development through attending and actively participating in appraisals, coaching sessions, training courses and supervision and monitoring their own performance to ensure personal targets are met.

This is a Full time role on a temporary contract basis.