Customer Service Advisor

Civic Recruitment Limited; Metropolitan Borough of Solihull; On-site; GBP 19,000 - 23,000; Full time

Job summary

Civic Recruitment Limited is seeking a Customer Service Advisor for a 3-month contract with a local authority. This onsite role is based in Solihull and involves handling a range of enquiries across Council Tax, Benefits, Social Services, Registrars, and Environmental.

You will work 37 hours per week (4 days 9-5 and 1 day 9-4:30), with basic DBS required and a biweekly payment schedule. You will handle cash, cards, and payments, and use ICT systems to resolve issues efficiently.

Qualifications

• Experience handling a diverse range of customer enquiries via face-to-face, telephone, email, live chat and SMS.
• Experience managing difficult or sensitive customer issues and complaints.
• Experience in cash handling, processing payments and end-of-day banking procedures.

Responsibilities

• Answer all enquiries in a timely, courteous and professional manner, ensuring customer needs are understood and followed through to conclusion.
• Handle complex contacts and provide advice within service areas such as Council Tax, Benefits, Social Services, Registrars, and Environmental.
• Work as part of a team to handle difficult or sensitive issues and customer complaints effectively.
• Assess customer needs, resolve issues, or escalate appropriately while keeping accurate and up-to-date records.
• Deal with cash, card and postal payments, internal remittances, cash ordering administration, and end-of-day banking procedures in line with financial regulations.
• Utilise available ICT systems to effectively deal with a wide range of customer enquiries.

Skills

Customer service

Multi-channel support

Cash handling

Complaint handling

Job description

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

3-Month Contract with a Local Authority

Summary

• We are seeking a Customer Service Advisor. You will provide a seamless service by handling a diverse range of enquiries via face-to-face, telephone, email, live chat, and SMS.

Responsibilities

• Answer all enquiries in a timely, courteous, and professional manner, ensuring customer needs are understood and followed through to conclusion.
• Handle complex contacts and provide advice within service areas such as Council Tax, Benefits, Social Services, Registrars, and Environmental.
• Work as part of a team to handle difficult or sensitive issues and customer complaints effectively.
• Assess customer needs, resolve issues, or escalate appropriately while keeping accurate and up-to-date records.
• Deal with cash, card, and postal payments, internal remittances, cash ordering administration, and end-of-day banking procedures in line with financial regulations.
• Utilise available ICT systems to effectively deal with a wide range of customer enquiries.

Experience

• Experience handling a diverse range of customer enquiries via various channels including face-to-face, telephone, email, and live chat.
• Experience managing difficult or sensitive customer issues and complaints.
• Experience in cash handling, processing payments, and end-of-day banking procedures.

Qualifications

• Willingness to take responsibility for personal development, actively participating in appraisals, coaching, and training.
• Ability to become familiar with Council policies, procedures, and appropriate legislation.

Additional Information

• Working hours: 37 hours per week (4 days at 9-5 and 1 day at 9-4.30).
• Basic DBS required.
• We work on a biweekly payment schedule.
• This is an Onsite role based in Solihull.