Multichannel Resident Support Specialist

Publica Group; Moreton; Remote; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Flexible working

Annual leave 27 days + bank holidays

Pension scheme up to 7%

Employee Assistance Programme

Cycle to work

Health cash plan

Life assurance

Job summary

Publica Group is seeking a friendly, motivated Customer Service Advisor for its Moreton contact centre. You will be the first point of contact for residents, customers and partners, guiding them to council services and ensuring a positive experience.

Join a supportive team, handle enquiries across channels, and provide accurate information with a focus on quality service. Office hours are Monday to Friday, 8.45am to 5.00pm, with five days per week in the Moreton office.

Qualifications

• Minimum five qualifications equivalent to GCSE Grade C/4 or above (or NVQ Level 2 equivalent), including English and Maths.
• Strong IT and keyboard skills, with confidence using a range of software and systems (Microsoft, Google, bespoke apps).
• Experience in a customer-focused environment, ideally in a busy contact centre or similar high-volume setting.
• Excellent communication and listening skills, able to understand customer needs and provide clear information.
• Strong organisational skills and ability to manage competing priorities while maintaining high service levels.

Responsibilities

• Handle enquiries through multiple channels and provide accurate information.
• Resolve issues wherever possible to ensure positive customer outcomes.
• Support residents, customers and partners in accessing council services.
• Deliver high-quality customer service as part of a busy contact centre team.
• Attend the Moreton office five days per week and be adaptable to daily workload.

Skills

Customer-focused

Communication

Organisational skills

IT literacy

Active listening

Education

GCSEs or NVQ Level 2 English/Maths

Tools

Microsoft Office

Google apps

Bespoke applications

Job description

Publica Group is seeking a friendly, motivated Customer Service Advisor for its Moreton contact centre. You will be the first point of contact for residents, customers and partners, guiding them to council services and ensuring a positive experience.

Join a supportive team, handle enquiries across channels, and provide accurate information with a focus on quality service. Office hours are Monday to Friday, 8.45am to 5.00pm, with five days per week in the Moreton office.