Customer Services Advisor – AR

Carrington Blake Recruitment; Macclesfield; On-site; GBP 24,000 - 29,000; Full time

Job summary

Cheshire East Council is seeking a Customer Services Advisor to provide a professional and friendly service to residents. You will be the first point of contact for enquiries, helping people access services and resolving queries where possible.

Key duties include handling calls, providing information on procedures, recording inquiries, and directing issues to the right department. Experience in a customer-facing role and strong communication skills are essential.

Qualifications

• Experience in customer service, contact centre or front-facing role.
• Excellent verbal and written communication skills.
• Good IT skills and accurate record-keeping.
• Strong problem-solving abilities and ability to resolve inquiries.
• Professional, patient and helpful when dealing with the public.
• Ability to work under pressure and manage priorities.
• Attention to detail and commitment to high-quality service.

Responsibilities

• Handle incoming customer enquiries by telephone and other channels.
• Provide accurate information and guidance on council services.
• Resolve queries to ensure a positive customer experience.
• Record enquiries and maintain accurate records in council systems.
• Identify needs and direct enquiries to the appropriate department.
• Handle complaints professionally and escalate complex issues as needed.
• Work in a busy environment, manage workloads and meet service standards.
• Maintain confidentiality and comply with data protection requirements.

Skills

Customer service

Verbal communication

Written communication

IT skills

Problem solving

Handling pressure

Job description

Customer Services Advisor

Client: Cheshire East Council
Grade: G5
Department: Customer Services and Call Centre

About the Role

Cheshire East Council is looking for a Customer Services Advisor to provide a professional, friendly and efficient service to residents and members of the public. You will be the first point of contact for customer enquiries, helping people access council services, providing information and resolving queries wherever possible.

Key Responsibilities

• Handle incoming customer enquiries by telephone and other communication channels.
• Provide accurate information and guidance on council services and procedures.
• Resolve customer queries efficiently, ensuring a positive customer experience.
• Record enquiries, update customer information and maintain accurate records on council systems.
• Identify customer needs and direct enquiries to the appropriate department when necessary.
• Handle complaints and challenging conversations professionally, escalating complex issues where appropriate.
• Work effectively within a busy customer service environment, managing workloads and meeting service standards.
• Maintain confidentiality and handle personal information in line with data protection requirements.

Essential Skills and Experience

• Previous experience in customer service, a contact centre or a customer-facing role.
• Excellent verbal and written communication skills.
• Good IT skills, including the ability to use computer systems and update records accurately.
• Strong problem-solving skills and the ability to resolve customer enquiries.
• A professional, patient and helpful approach when dealing with members of the public.
• Ability to work under pressure, manage competing priorities and remain calm when handling difficult situations.
• Strong attention to detail and a commitment to delivering high-quality customer service.

Ideal Candidate

The successful candidate will be customer-focused, organised and confident communicating with a wide range of people. Experience within a local authority or public sector customer service environment would be advantageous, although candidates with strong private sector contact centre experience will also be considered.

What You’ll Bring

You will bring a positive attitude, a commitment to helping residents and the ability to deliver an efficient, reliable and professional customer service on behalf of Cheshire East Council.