Customer Triage Specialist - Local Government

Lichfield District Council; Lichfield; On-site; GBP 21,000 - 30,000; Full time

Job summary

Lichfield District Council is seeking a confident Triage Advisor to join our Customer Service team. You will be the first point of contact for a wide range of council enquiries, handling telephone, face-to-face, online, email and correspondence.

You will record interactions accurately, provide clear information, take payments, assist with basic forms and pass complex issues to specialists. Experience in local government or CRM tools is an advantage.

Qualifications

• You will have experience in a customer-facing environment.
• You will have excellent written and verbal communication skills.
• You will be well-organised and accurate.
• You will be self-motivated, calm under pressure and respectful to customers and colleagues.
• Experience of local government services or CRM systems would be an advantage.

Responsibilities

• Respond to enquiries about services including waste and recycling, housing, council tax and electoral services.
• Listen, type and talk confidently to create accurate records and a positive customer experience.
• Take payments, support customers with basic forms and use customer relationship and document management systems.
• Work calmly and flexibly in a busy, process-driven environment, referring complex queries to specialist colleagues when needed.

Skills

Customer service experience

Written and verbal communication

Organised and accurate

Calm under pressure

CRM systems

Document management systems

Tools

CRM systems

Document management systems

Job description

Lichfield District Council is seeking a confident Triage Advisor to join our Customer Service team. You will be the first point of contact for a wide range of council enquiries, handling telephone, face-to-face, online, email and correspondence.

You will record interactions accurately, provide clear information, take payments, assist with basic forms and pass complex issues to specialists. Experience in local government or CRM tools is an advantage.