Customer Service Advisor – Hybrid (Community Services)

Somerset Council; Taunton; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

LGPS pension

Hybrid working

Health and wellbeing support

Volunteer opportunities

Job summary

Somerset Council is seeking a Customer Service Advisor to join our front-line team in Somerset. The role involves handling enquiries via telephone, email, webchat and face-to-face, supporting services including Adult Social Care, Children's Services, Revenues & Benefits, Housing, Waste and Planning.

You'll deliver excellent customer service, use specialist knowledge to support colleagues, and contribute to service improvements.

Qualifications

• Strong customer service experience is essential.
• Excellent listening, questioning and problem-solving skills are required.
• Experience handling sensitive or challenging situations with empathy and good judgement.
• Ability to work across multiple systems and manage priorities.
• Collaborative approach to support colleagues and continuous improvement.

Responsibilities

• Resolve enquiries and help customers access services.
• Provide accurate advice across council services.
• Support and coach colleagues on complex enquiries.
• Identify opportunities to improve processes and digital services.
• Build relationships with service teams to improve communication and delivery.

Skills

Customer service experience

Active listening

Empathy and resilience

Multisystem work

Collaborative approach

Job description

Somerset Council is seeking a Customer Service Advisor to join our front-line team in Somerset. The role involves handling enquiries via telephone, email, webchat and face-to-face, supporting services including Adult Social Care, Children's Services, Revenues & Benefits, Housing, Waste and Planning.

You'll deliver excellent customer service, use specialist knowledge to support colleagues, and contribute to service improvements.