Public Sector Customer Support Advisor

Civic Recruitment Limited; Carmarthen; On-site; GBP 18,000 - 24,000; Full time

Job summary

Civic Recruitment Limited is seeking a Customer Service Advisor on a 5-month contract with a local authority in Carmarthenshire. You will be the first point of contact for residents, handling enquiries by telephone, face-to-face and other channels, and directing customers to the right services.

You will provide accurate information, maintain high standards of care, support online services, and work across multiple council locations while upholding data protection and council policies.

Qualifications

• Experience of working in a customer service, contact centre, public-facing, or similar environment.
• Excellent verbal and written communication skills, with the ability to communicate clearly with a diverse range of customers.
• A caring, professional, and customer-focused approach.
• Good IT and keyboard skills, with the ability to use customer service and information systems accurately.
• Ability to work accurately and efficiently in a busy environment.
• Confidence and resilience when dealing with challenging or sensitive customer situations.
• Ability to listen effectively, understand customer needs, and provide appropriate information or solutions.
• Ability to work flexibly across different access channels and locations according to operational requirements.
• Proactive approach with a commitment to delivering high-quality customer care.
• Ability to work effectively as part of a team and contribute positively to service delivery.

Responsibilities

• Respond to customer enquiries primarily by telephone, while also providing support through face-to-face and other access channels.
• Provide accurate, timely, and professional information and advice across a range of Council services.
• Act as an effective link between customers and Council services, resolving enquiries at the first point of contact wherever possible.
• Support customers with enquiries relating to Housing Repairs, Refuse and Recycling, Public Protection, and other Council services.
• Identify customers’ needs and provide appropriate information, guidance, and support.
• Record customer enquiries and actions accurately using relevant Council systems.
• Maintain high standards of customer care, professionalism, confidentiality, and data protection.
• Work flexibly across different access channels and locations within Carmarthenshire to meet operational requirements.
• Contribute to a positive and supportive Contact Centre environment and the continuous improvement of customer services.
• Work effectively as part of a team while managing a busy and varied workload.

Job description

Civic Recruitment Limited is seeking a Customer Service Advisor on a 5-month contract with a local authority in Carmarthenshire. You will be the first point of contact for residents, handling enquiries by telephone, face-to-face and other channels, and directing customers to the right services.

You will provide accurate information, maintain high standards of care, support online services, and work across multiple council locations while upholding data protection and council policies.