Digital-First Customer Information Advisor

Confidential; Swindon; On-site; GBP 21,000 - 27,000; Full time

Job summary

Commercial Services Trading Ltd is recruiting a Customer Information Guide to support Swindon residents at Swindon Central Library, a temporary role running through to February 2027.

You will handle calls, respond to emails, and assist visitors in person, guiding customers to self-serve where possible and signposting to relevant council services. Training and development are encouraged to deliver excellent customer service.

Qualifications

• Detail the Specialist knowledge and/or a deep theoretical understanding of work area, this may be through a specific and relevant qualification or equivalent work experience.
• Previous experience in a customer focused environment.
• Computer literate and working knowledge of relevant IT software packages including Microsoft Office.
• Ability to work in a fast passed environment.
• Ability to multitask.
• Good keyboard skills and the ability to work under own initiative within a pressured team-based environment.
• Exemplary Customer Service skills. Aptitudes, Skills and Competencies.
• Excellent communication skills - verbal and written.

Responsibilities

• To answer calls from residents, using our Call Centre technologies.
• To answer emails from customers using digital email technology.
• To serve our customers face to face at the Central Library.
• To listen attentively to customer requirements asking pertinent questions to establish facts to gain a full understanding of the customer's needs.
• To maintain customer service standards by answering customer's telephone calls and emails, being courteous, welcoming and professional at all times.
• Once the customers' needs are understood, give them the support and confidence to self-serve to answer their own query or by using Council equipment with a view to using their own where possible in the future.
• Where the customer is unable to self-serve even with your support, you will provide a clear and concise response to enquiries and ensure all information given is correct and accurate in response to the customer enquiry.
• Participate in the training, development and digital skills to help your team deliver the excellence our customers expect.
• Looking and suggesting ways for continuous Improvements
• To refer unresolved actions to the senior, Team Leader, or other areas.
• To adhere to the Data Protection Act.
• Efficient use and support for efficient use of electronic systems supporting our residents in raising housing repairs, missed collections and other enquires.
• Developing and maintaining effective relationships and communication with our residents, providing exemplary assistance. Decision making.
• Ability to work in a fast-paced environment and meet KPI targets.
• Ability to respond swiftly in appropriate situations
• Effectively use supervision and peer support to reflect and learn Creativity and innovation
• Work independently and part of a team to deliver positive KPI results.
• To reflect on and improve performance by investing time in personal development to improve performance.

Skills

Customer service

Communication

Multitasking

Keyboard skills

Fast-paced environment

Education

Relevant qualification or equivalent experience

Tools

Microsoft Office

Job description

Commercial Services Trading Ltd is recruiting a Customer Information Guide to support Swindon residents at Swindon Central Library, a temporary role running through to February 2027.

You will handle calls, respond to emails, and assist visitors in person, guiding customers to self-serve where possible and signposting to relevant council services. Training and development are encouraged to deliver excellent customer service.