Frontline Customer Service Advisor - Hybrid & Flexible

Leeds International; Leeds; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

West Yorkshire Pension Fund

Hybrid working

Career development

Staff benefits

Job summary

Leeds City Council is recruiting a Customer Services Officer for the Contact Centre. You will provide high‑quality frontline advice, supporting Leeds citizens, including vulnerable customers, across multiple channels.

The role sits in a busy Contact Centre, with a focus on Care & Safeguarding lines. Benefits include a strong pension, flexible hybrid working, and clear career progression.

Qualifications

• Essential: commitment to excellent customer care and putting the customer at heart of everything you do.
• Essential: recognise and act quickly in cases of risk or high priority.
• Essential: communicate effectively via phone and written media with diverse people.
• Essential: good understanding of the Data Protection Act and its application.
• Essential: take ownership of enquiries and resolve most without assistance.

Responsibilities

• Provide highest level of service to customers in a polite, professional manner.
• Take ownership of customer contact and resolve most enquiries independently.
• Arrange specialist advice or appointments as needed.
• Deal with difficult situations calmly and effectively, defusing when required.
• Maintain knowledge of Council procedures and IT systems to direct enquiries appropriately.
• Follow escalation procedures and know when to involve a Manager.

Skills

Customer service

Communication

Data protection

Ownership

Teamwork

Education

Customer Service NVQ Level 3

Tools

Microsoft Office

CRM system

Automated Call Distribution

Job description

Leeds City Council is recruiting a Customer Services Officer for the Contact Centre. You will provide high‑quality frontline advice, supporting Leeds citizens, including vulnerable customers, across multiple channels.

The role sits in a busy Contact Centre, with a focus on Care & Safeguarding lines. Benefits include a strong pension, flexible hybrid working, and clear career progression.