Customer Service Advisor (Public Sector)

neway international; Liverpool; On-site; GBP 22,000 - 27,000; Full time

Job summary

A local council in the UK is seeking a Customer Service Advisor to provide information and guidance to residents. This role involves responding to enquiries, resolving issues, and supporting digital self-service. Ideal candidates will have experience in customer service, strong communication abilities, and a commitment to high-quality service. This position is vital for ensuring residents receive accurate support in a friendly and professional manner.

Qualifications

• Experience in customer service, ideally in a public sector environment.
• Strong communication and interpersonal skills.
• Ability to adapt to different customer needs.

Responsibilities

• Respond to customer enquiries with accurate information.
• Resolve issues at first contact or refer appropriately.
• Champion self-service and assist customers with online services.

Skills

Customer service experience

Strong communication skills

Adaptability

Confidence in using digital platforms

Job description

Liverpool City Council is committed to delivering excellent services that meet the needs of its diverse community. With a focus on customer experience, the Council values professionalism, empathy, and innovation in service delivery. This role is central to ensuring residents receive timely, accurate, and supportive guidance across a wide range of council services. As a Customer Service Advisor, you will be the first point of contact for residents, providing information, advice, and guidance across council services. You will resolve enquiries where possible, refer customers for further support when required, and champion digital self‑service channels. This role requires strong communication skills, empathy, and adaptability to ensure every customer interaction is positive and effective.

Key Responsibilities

• Respond to customer enquiries with accurate information, advice, and guidance.
• Resolve issues at first contact where possible, or refer appropriately.
• Champion self‑service and support customers in using digital channels.
• Assist customers with online services and social media platforms.
• Communicate clearly, listen actively, and build rapport with customers.
• Demonstrate empathy and professionalism in all interactions.
• Ensure timely, accurate recording of information and maintain data quality.

Qualifications

• Experience in customer service, ideally within a public sector or service‑focused environment.
• Strong communication and interpersonal skills, with the ability to adapt to different customer needs.
• Confidence in using digital platforms and supporting others to access online services.
• Ability to remain professional and positive in challenging situations.
• Commitment to delivering high‑quality service and fostering customer trust.
• Organised, detail‑oriented, and able to maintain accurate records.
• Team player with a willingness to support colleagues and share knowledge.