Customer Service Advisor

West Northamptonshire Council; Towcester; On-site; GBP 18,000 - 22,000; Full time

Job summary

West Northamptonshire Council’s Customer Services team is seeking a Customer Service Advisor to be at the heart of services for residents, businesses and visitors. You’ll handle enquiries across face-to-face, telephone and digital channels, providing accurate information and directing customers to the right services for their needs.

You’ll promote self-service options, maintain high standards of customer experience and support communities to thrive.

Qualifications

• Experience in a customer service environment.
• Strong communication and listening skills.
• Ability to work across multiple channels (face-to-face, telephone, digital).
• Attention to detail and high accuracy in information handling.

Responsibilities

• Provide advice, guidance and support across a broad range of Council services.
• Gather information, give accurate advice and direct customers to the most appropriate service.
• Support customers through face-to-face, telephone and digital channels.
• Promote self-service options and digital solutions where appropriate.

Job description

You can also see our full list of employee benefits on our careers site here: Why you should work for us | West Northamptonshire Council.

At West Northants Council, it’s about our people and the difference they make. As a Customer Service Advisor, you’ll be at the heart of the services we provide, helping residents, businesses and visitors access the support and information they need. Working within our Customer Services team, you’ll be one of the first points of contact for the Council, delivering excellent customer service and helping customers navigate a wide range of Council services.

This is a rewarding opportunity for someone who enjoys helping people, solving problems and making a positive difference every day. Whether supporting customers face-to-face in our reception and One Stop Shop services or through our Contact Centre, you’ll play an important role in delivering a positive customer experience and helping our communities thrive.

You’ll provide advice, guidance and support across a broad range of Council services, helping customers resolve enquiries at the first point of contact wherever possible. Using a range of systems and digital tools, you’ll gather information, provide accurate advice and ensure customers are directed to the most appropriate service or support.

Working in a fast-paced and customer-focused environment, you’ll support customers through face-to-face, telephone and digital channels, adapting your approach to meet individual needs. You’ll also promote self-service options and digital solutions where appropriate, helping customers access services in a way that works best for them while ensuring vulnerable residents continue to receive the support they need.

As part of a collaborative team, you’ll contribute to continuous improvement, maintain high standards of customer service and help deliver the Council’s Customer Service Excellence ambitions.

Assessment Centre:

We are planning to hold an assessment centre for shortlisted candidates on Wednesday 14 October, so we encourage applicants to keep this date available.

You’re a customer-focused individual who enjoys working with people and takes pride in delivering excellent service. You’re a confident communicator, able to listen, understand customer needs and provide clear, accurate information in a professional and supportive manner.

You’ll have experience of working in a customer service environment and be comfortable working across different communication channels. You’re able to remain calm under pressure, manage challenging situations sensitively and work effectively in a target-driven environment while maintaining a high level of accuracy and attention to detail.

Most importantly, you’ll be a team player who is adaptable, positive and committed to making a difference. You’ll share our THRIVE values and our ambition to provide outstanding customer service to everyone who lives, works and visits West Northamptonshire