Customer Service Advisor

KC Group; Metropolitan Borough of Solihull; On-site; GBP 15,000 - 22,000; Full time

Job summary

KC Group are recruiting for an experienced and customer-focused Customer Service Advisor to join a public sector organisation’s contact team based in the Solihull area. This is a full-time temporary role with a basic DBS required.

The role covers a wide range of services including Benefits, Social Services and Environmental Services, interacting with customers via phone, email, live chat and in person. The position operates Monday to Friday, 9am-5pm.

Qualifications

• A Level 3 qualification in Customer Service or Administration or equivalent experience.
• Extensive experience working in a high-volume customer service environment.
• Strong verbal and written communication skills.
• Confident user of IT systems including Microsoft Office and customer databases.

Responsibilities

• Handle a diverse range of customer enquiries in a timely, courteous, and professional manner.
• Advise and resolve complex queries with empathy and attention to detail.
• Log, update, and resolve cases using multiple IT systems.
• Communicate clearly with customers, internal teams and external partners.
• Support face-to-face service delivery and end-of-day cash handling.

Skills

Communication skills

Customer service experience

MS Office proficiency

IT systems use

Sensitive enquiries handling

Education

A Level 3 qualification in Customer Service or Administration

Tools

Microsoft Office

Customer databases

Job description

KC Group are recruiting for an experienced and customer-focused Customer Service Advisor to join a highly regarded public sector organisation’s contact team. Please not a basic DBS is required for this role. This is a full time, temporary role, based in the Solihull area, Monday-Friday, 9am-5pm

This is an exciting opportunity to make a real difference by supporting members of the public across a wide range of services – including Benefits, Social Services, and Environmental Services – through various communication channels such as phone, email, live chat, and in-person queries.

What You’ll Be Doing In the Customer Service Advisor role:

• Handling a diverse range of customer enquiries in a timely, courteous, and professional manner


• Advising and resolving complex queries with empathy and attention to detail


• Using multiple IT systems to log, update, and resolve cases


• Communicating clearly and effectively with customers, internal teams, and external partners


• Managing sensitive issues, including complaints and vulnerable customers, with care and discretion


• Supporting face-to-face service delivery, including payments and end-of-day cash handling


• Working flexibly on a rota basis, Monday to Friday

To be considered for the Customer Service Advisor role:

• A Level 3 qualification (or equivalent experience) in Customer Service or Administration


• Extensive experience in a high-volume customer service environment


• Strong verbal and written communication skills


• Confident IT user, including Microsoft Office and customer databases


• Experience handling complex or sensitive enquiries professionally


• Knowledge of public sector or Council services is desirable


• Willingness to travel across various local sites as needed

Key Information about the Customer Service Advisor role:

• Competitive salary with performance-based progression


• Career development opportunities within a supportive and inclusive team


• Access to training and coaching to help you grow in your role


• The chance to contribute meaningfully to community wellbeing


• Location: Solihull


• Full time Temporary (3 months initially with the view of extending) Salary: £13.47 per hour