Frontline Resident Services Advisor

Wigan Council; Wigan; Hybrid; GBP 28,000 - 31,000; Full time

Job summary

Wigan Council is seeking a Customer Service Advisor to join the busy Customer Service team. You will handle enquiries across Housing Benefits, Council Tax, Financial Assessments and Business Rates, providing frontline support via calls, emails and webchat/WhatsApp.

Working in a dynamic environment, you will ensure accurate information capture in systems and deliver an excellent first contact resolution for residents of the Borough.

Qualifications

• Experience delivering frontline customer service and resolving enquiries across multiple channels.
• Strong communication skills, both written and verbal.
• Ability to work effectively in a fast-paced team environment.
• Good organisation and accuracy when handling information in systems.

Responsibilities

• Handle enquiries (Housing Benefits, Council Tax, Financial Assessments, Business Rates) via phone, email, webchat/WhatsApp.
• Provide advice within relevant legislation and capture data on computer systems.
• Deliver a high-quality first point of contact resolution service to residents.

Skills

Customer service

Communication

Teamwork

Problem solving

CRM systems

Tools

CRM systems

Job description

Wigan Council is seeking a Customer Service Advisor to join the busy Customer Service team. You will handle enquiries across Housing Benefits, Council Tax, Financial Assessments and Business Rates, providing frontline support via calls, emails and webchat/WhatsApp.

Working in a dynamic environment, you will ensure accurate information capture in systems and deliver an excellent first contact resolution for residents of the Borough.