Resident Services Advisor - Local Authority Contact Centre

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 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.