Customer Service Advocate - Council Offices (Office-Based)

Carrington Blake Recruitment; Ormskirk; On-site; GBP 20,000 - 23,000; Full time

Job summary

West Lancashire Borough Council is seeking a Customer Services Advisor to provide a professional first point of contact for customers. The role handles enquiries by telephone, face-to-face and electronically and works from Customer Service Points in Ormskirk and Skelmersdale.

The role is fully office-based, five days a week, with shifts across 8:30am–4:30pm, 9:00am–5:00pm and 9:30am–5:30pm. DBS and 3 years of references are required.

Qualifications

• Previous customer service, contact centre or public-facing experience.
• Excellent verbal and written communication skills.
• Experience handling a range of customer enquiries and resolving issues.
• Good problem-solving and listening skills.
• Strong IT and administration skills.
• The ability to work effectively with colleagues and different departments.
• A willingness to learn new systems and processes.
• A professional and customer-focused approach.

Responsibilities

• Act as the first point of contact for customer enquiries across the Council.
• Provide professional and helpful customer service by telephone, face-to-face and electronically.
• Work from the Council’s Customer Service Points in Ormskirk and Skelmersdale.
• Listen to customers, understand their needs and identify the appropriate Council service.
• Resolve customer enquiries wherever possible, providing accurate and timely information.
• Liaise with Council departments, managers and colleagues to resolve more complex enquiries.
• Work with external organisations and agencies where required.
• Support visitors and customers attending Council offices.
• Record and update customer information accurately on Council systems.
• Follow Council procedures, policies and processes when dealing with enquiries.
• Maintain a professional, approachable and customer-focused manner at all times.
• Be willing to learn new systems, processes and Council services.

Skills

Customer service

Contact centre experience

Public-facing experience

Verbal communication

Written communication

Problem solving

Listening skills

IT skills

Administration skills

Team collaboration

Job description

West Lancashire Borough Council is seeking a Customer Services Advisor to provide a professional first point of contact for customers. The role handles enquiries by telephone, face-to-face and electronically and works from Customer Service Points in Ormskirk and Skelmersdale.

The role is fully office-based, five days a week, with shifts across 8:30am–4:30pm, 9:00am–5:00pm and 9:30am–5:30pm. DBS and 3 years of references are required.