Customer Services Advisor

Colbern Limited; Hertford; On-site; GBP 20,000 - 26,000; Full time

Job summary

A client of a leading company is hiring an experienced Customer Services Advisor. The role involves managing customer inquiries through face-to-face, digital, and telephony channels while maintaining high service standards. Applicants should have a strong customer service background, demonstrating good communication skills and an ability to handle multiple tasks effectively.

Qualifications

• Good standard of English and Maths.
• Relevant local authority knowledge (desirable).
• Proficient in software packages at an intermediate level.

Responsibilities

• Handle customer contact across multiple channels.
• Resolve inquiries in various service areas.
• Promote self-service applications.

Skills

Communication

Interpersonal Skills

Discretion

Multi-tasking

Positive Attitude

Education

NVQ Level 2 in Customer Service

Tools

Microsoft Office

Job description

Our client is looking for an experienced Customer Services Advisor.

Responsibilities include:

1. Handling all first points of customer contact for the Council across various channels including face-to-face, telephony, and digital.
2. Supporting customers in resolving their queries and requests for service to a high standard.
3. Providing prompt, effective, and courteous front-line services.
4. Resolving customer inquiries across service areas such as benefits, parking, revenues, waste, and general inquiries.
5. Using technology, including CRM, case management systems, the internet, intranet, and social media to access information and respond to queries.
6. Supporting a “Digital by Default” approach and promoting channel migration through self-service applications.
7. Offering assisted self-service for those unable to use online applications independently.

Qualifications and Experience:

• Good standard of English and Maths.
• NVQ Level 2 in Customer Service or equivalent experience.
• Proficiency in software packages and Microsoft Office at an intermediate level.
• Relevant local authority knowledge and/or experience (desirable).

Skills and Job Requirements:

• Strong communication and interpersonal skills.
• Ability to handle sensitive information with discretion.
• Ability to multi-task in a fast-paced environment while remaining calm and professional.
• Commitment to equality and diversity principles.
• Experience dealing with difficult customers.
• Friendliness, helpfulness, and a positive attitude.
• Proactive approach to personal development.
• Understanding of the Equalities Act legislation (desirable).

Application process:

Please only apply if you have the necessary skills, experience, and expertise. The first step is to send your CV. If shortlisted, Colbern Limited will contact you within 5 days or about other opportunities. Colbern Limited and our clients are equal opportunities employers.