Customer Service Advisor

West Berkshire Council; Newbury; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Training & development

LGPS Pension

Family friendly policies

Local discounts

Wellbeing programme

25 days annual leave + 5 after 5 years

Job summary

West Berkshire Council is seeking a Customer Service Advisor in Newbury to be the first point of contact for residents, answering enquiries via phone, email and face-to-face interactions. You will provide accurate information on council services and process bookings, applications and payments.

The role demands excellent communication, strong interpersonal skills and the ability to manage multiple tasks. A standard DBS check applies, with a competitive salary, generous LGPS pension, training

Qualifications

• Excellent verbal and written communication essential.
• Strong interpersonal skills and able to build rapport.
• Proactive problem-solving and the ability to handle multiple tasks.

Responsibilities

• Providing accurate information and advice on council services
• Processing requests and transactions (bookings, applications, payments)
• Troubleshooting and resolving customer issues with timely resolution
• Maintaining accurate records of enquiries and interactions
• Collaborating with other teams to fulfil customer requests and reporting to the Team Leader

Skills

Communication skills

Interpersonal skills

Problem-solving

Organisational skills

Job description

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where you can make a real difference to the lives of local residents? If so, we have an exciting opportunity for you to join our Customer Service team at West Berkshire Council as a Customer Service Advisor., As a Customer Service Advisor, you will be the first point of contact for our customers, handling a wide range of enquiries via phone, email, and face-to-face interactions. You will be responsible for:

Responsibilities

• Providing accurate information and advice to customers on council services
• Processing requests and transactions, such as bookings, applications, and payments
• Troubleshooting and resolving customer issues, ensuring timely resolution
• Maintaining accurate records of enquiries and interactions
• Working collaboratively with other teams to fulfil customer requests, As part of the Customer Service team, you will report to the Customer Services Team Leader and work closely with your colleagues to ensure the highest standards of customer care are met, This role has been identified as public facing in accordance with Part 7 of the Immigration Act 2016; the requirement to fulfil all spoken aspects of the role with confidence in English applies.

This role requires a standard DBS check

Requirements

• Excellent communication skills, both verbal and written
• Strong interpersonal skills, with the ability to build rapport with customers
• Good problem-solving abilities, with a proactive approach to resolving issues
• Organised and able to manage multiple tasks and priorities
• Team player, but also capable of working independently

Previous experience in a customer service role is essential, ideally within a contact centre or similar environment. Knowledge of local government services would be an advantage but is not essential.

Benefits

A competitive salary alongside a range of benefits including:

• Access to a wide range of training and development opportunities
• Generous Local Government Pension Scheme
• Family friendly policies
• A range of local discounts
• Wellbeing Programme including Employee Assistance Programme and employee benefits
• You will also be entitled to a generous annual leave entitlement starting at 28 days per annum (plus public holidays) Rising by an additional 5 days after 5 years' service