Remote Customer Service Advisor – Multi-Channel Support

4Recruitment Services Ltd; England; Hybrid; GBP 16,531 - 23,419; Full time

Job summary

4Recruitment Services Ltd is advertising a Customer Service Advisor (Contact Centre) for East Suffolk. The role is remote/hybrid with a base in Melton IP12 and Lowestoft NR33.

The salary is £14.59 per hour, on a full-time, 37-hour week Monday–Friday, with an initial 6-week contract and potential extension. The position requires 18 months in a similar CS environment, strong IT skills, and experience handling payments by phone.

Qualifications

• Experience using IT systems and Microsoft Office.
• (Band 3) At least 18 months' experience in a comparable customer service environment.
• Understanding of Council services.
• Experience taking payments over the telephone.

Responsibilities

• Provide advice, information and case resolution across a wide range of Council services through multiple communication channels.
• Resolve customer enquiries efficiently, aiming for first-contact resolution wherever possible.
• Deliver excellent customer service by following through on commitments and meeting Customer Service Standards.
• Build positive relationships with customers, colleagues and partner organisations.
• Maintain knowledge of Council services, including Elections, Environmental Services, Garden Waste, Housing Needs, Revenues & Benefits, Homechoice, Land Charges and other key service areas.
• Use Council IT systems such as CRM, Civica, Capita, Elector8 and Pay.net to manage enquiries and maintain accurate customer records.
• Support customers in using the Council's digital services and encourage lower-cost contact methods such as self-service, web chat and email.
• Identify and resolve issues proactively, escalating complex cases when appropriate.
• Recommend improvements to customer services and wider Council processes.
• Ensure customer information is recorded accurately and handled in compliance with GDPR.
• Work collaboratively with partner organisations including DWP, ARP, Norse and Housing teams.
• Produce correspondence and complete administrative tasks in line with corporate standards.
• Handle sensitive, emotional or challenging situations professionally, using effective communication and conflict resolution skills.
• Record customer compliments, comments and complaints accurately.
• Promote the Council's values and contribute positively to the team.

Skills

Microsoft Office

IT systems experience

Customer service experience

Communication skills

Telephone payments experience

Tools

CRM systems

Civica

Capita

Elector8

Pay.net

Job description

4Recruitment Services Ltd is advertising a Customer Service Advisor (Contact Centre) for East Suffolk. The role is remote/hybrid with a base in Melton IP12 and Lowestoft NR33.

The salary is £14.59 per hour, on a full-time, 37-hour week Monday–Friday, with an initial 6-week contract and potential extension. The position requires 18 months in a similar CS environment, strong IT skills, and experience handling payments by phone.