Senior Customer Service Advisor

Blue Arrow; Cambridge; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency is seeking a Senior Customer Service Advisor to provide comprehensive assistance to customers across various channels. The role involves handling council services inquiries and ensuring customer satisfaction while maintaining high confidentiality standards. This position offers a hybrid work model and is open until October 2025.

Qualifications

• Experience in customer service roles, preferably in a council setting.
• Ability to handle specialist enquiries and provide accurate advice.
• Proficiency with IT and telephony systems.

Responsibilities

• Provide high-quality service to customers over various channels.
• Assist team leader in training and mentoring team members.
• Record and manage customer interactions accurately.

Skills

Customer service expertise

Knowledge of Council Tax and Housing Benefit

Strong communication skills

Confidentiality awareness

Job description

Overview

Senior Customer Service Advisor needed!!

Salary: £18.26 per hour  •  Location: Hybrid  •  Hours: Monday - Friday 9am - 5pm  •  Till October 2025

Purpose of Job

To effectively provide a high quality advice, information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels. Assist the team leader in guiding, coaching, mentoring and training team members. To handle more specialist enquiries as designated.

Main Duties

• Participate in a rota to cover the general reception desk, front service desks and telephone work stations, providing cover across the service centre as daily demand requires.
• To have expert knowledge of and experience with Council Tax, Housing Benefit and the Council Tax Reduction scheme.
• Record accurate and timely statistical information.
• Actively recognise the need for customer confidentiality.
• Liaise with all other Council sections and departments to ensure handover of actions as necessary.
• To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards.
• Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service.
• Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries.
• Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments.

Please apply today!

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people