Customer Service Advisor (Public Sector)

Neway International Ltd; Liverpool; On-site; GBP 40,000 - 60,000; Full time

Job summary

A client-focused company is seeking a Customer Service Advisor based in Liverpool to handle enquiries and provide guidance to residents. This role requires experience in customer service with strong communication skills and the ability to maintain professionalism in challenging situations. The position involves assisting customers through digital platforms and recording data accurately. The advisor will also support new staff development and work flexibly during operating hours.

Qualifications

• Experience in customer service, ideally in a public sector environment.
• Ability to adapt communication styles to different customer needs.
• Organized and detail-oriented with a commitment to service quality.

Responsibilities

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

Skills

Customer service experience

Strong communication skills

Interpersonal skills

Confidence in using digital platforms

Professionalism in challenging situations

Job description

Neway International are seeking a Customer Service Advisor to join our client Liverpool City Council.

Location: Cunard Building, Water Street, Pier Head, Liverpool, Merseyside, L2 2BS, Hours: 35 per week, Monday to Friday (between 8am–6pm, excluding bank holidays)

Start Date: 08 December 2025

Duration: 6/7 months

Pay Rates: PAYE £14.93 per hour

About the Client

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.

The Role

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.
• Support new staff development through buddying, shadowing, and knowledge sharing.
• Work flexibly within office hours to meet service needs.

Candidate Requirements

• 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.