Customer Service Agent

BBS Recruitment; Islington (MA); On-site; USD 28,000 - 35,000; Full time

Job summary

BBS Recruitment is seeking an experienced Customer Service Agent to join a busy Islington Contact Centre. You will handle calls from residents, provide accurate information, and resolve enquiries with empathy and professionalism.

The role requires at least one year of local authority experience and a solid background in customer service or contact centre operations, supporting residents across various borough services.

Qualifications

• At least 1 year of experience in a local authority environment.
• Background in customer service or contact centre operations.

Responsibilities

• Answer incoming calls from residents with a professional, friendly service.
• Respond to enquiries relating to council services, housing, repairs, and other local authority services.
• Provide practical advice, guidance, and solutions in line with council policies and procedures.
• Support vulnerable residents with empathy and professionalism.
• Accurately record customer enquiries and update CRM/case management systems.
• Escalate complex enquiries to the appropriate department as needed.
• Collaborate with internal teams to resolve issues promptly.
• Meet individual and team performance targets while maintaining service standards.

Skills

Customer service

Local authority experience

Communication

CRM systems

Tools

CRM systems

Job description

BBS Recruitment is an independent recruitment agency specialising in Transport & Logistics, Social Care, Public Sector, and Commercial recruitment.

We are currently recruiting for an experienced Customer Service Agent to join our client's busy Contact Centre in Islington.

The ideal candidate will have at least one year's experience working within a local authority environment, alongside a background in customer service or contact centre operations.

This is an excellent opportunity to work within a busy and supportive Contact Centre, delivering a high-quality service to residents across the borough. As a first point of contact, you will play a vital role in providing accurate information, resolving enquiries and ensuring residents receive a professional, efficient and compassionate service.

Key Responsibilities of the Customer Service Agent :

Answer incoming telephone calls from residents, providing a professional, friendly, and efficient service.

Respond to enquiries relating to council services, housing, repairs, and other local authority services.

Provide practical advice, guidance, and solutions in line with council policies and procedures.

Support vulnerable or distressed residents with empathy, patience, and professionalism.

Accurately record customer enquiries and update information on the council's CRM and case management systems.

Ensure all customer interactions are documented clearly and accurately.

Escalate complex enquiries to the appropriate department where necessary.

Work collaboratively with internal teams to resolve customer issues promptly.

Meet individual and team performance targets while maintaining excellent customer service standards.

Handle confidential information in accordance with GDPR and council policies.

Maintain a positive and professional approach in a fast-paced contact centre environment.