Garden Waste Customer Service Advisors

South Kesteven District Council; Grantham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local government authority in Grantham seeks dedicated customer service representatives to provide effective and timely responses to customer inquiries. You will need strong communication and IT skills, as well as the ability to manage customer relations effectively. This role is fixed term until April 2026 and offers a competitive hourly wage, inclusive of holiday pay.

Qualifications

• Experience in customer service roles is essential.
• Proficient in IT systems and databases.
• Ability to handle complaints and inquiries effectively.

Responsibilities

• Provide high-quality customer service in various contact methods.
• Assist customers with waste service functions on behalf of the Council.
• Record all contacts in the CRM system.
• Manage customer inquiries efficiently.
• Promote self-service options to customers.
• Resolve complaints and inform customers of procedures.

Skills

Customer service

IT systems proficiency

Communication skills

Problem-solving

Tools

Customer Relationship Management (CRM) System

Job description

Hours:2 x 37 hour posts, 1 x 29 hour post

Salary:SK2 pro rata (£12.67 per hour plus £1.53 rolled up holiday pay)

Contract:Fixed Term until 17th April 2026

To provide a high quality, multi-disciplined and effective customer service ensuring that any enquiry is responded to in a timely, accurate and efficient manner. (The duties and responsibilities attached to the job may vary from time to time without changing the general character of the duties or the level of responsibility entailed).

• Receive and assist customers visiting and contacting the Council via any means of communication to the highest standards of customer care as specified in the Customer Service Standards.

• Provide customer services across the waste service functions on behalf of the Council.

• Record all contacts in the Customer Relationship Management System (CRM). If unable to deal with an enquiry, then identify service specialists and make appropriate transfer to ‘back office’.

• Interpretation of customer enquiry to establish correct management of enquiry which could include signposting, part completion or full resolution.

• Use comprehensive IT systems to manage enquiries, access information and to provide customers update information on outstanding enquiries (access and updating of administrative systems in ‘back office’ sections may be required).

• Actively encourage and promote the use of self service, supporting customers to do so face to face and over the telephone in a call centre environment.

• At all times, act as an ambassador for the customer service centre and South Kesteven District Council and assisting communications and/or liaison with staff in service sections, senior management, Councillors, members of the public and other agencies.

• Proactively help to resolve complaints including them on the CRM database and advising customers of applicable Complaints Procedures.

This role is not politically restricted.