Customer Service Advisor

3-Month Contract with a Local Authority

Umbrella Rate: £19.28 per hour umbrella

Summary

• We are seeking a Customer Service Advisor. You will provide a seamless service by handling a diverse range of enquiries via face-to-face, telephone, email, live chat, and SMS.
  

Responsibilities

• Answer all enquiries in a timely, courteous, and professional manner, ensuring customer needs are understood and followed through to conclusion.
  
• Handle complex contacts and provide advice within service areas such as Council Tax, Benefits, Social Services, Registrars, and Environmental.
  
• Work as part of a team to handle difficult or sensitive issues and customer complaints effectively.
  
• Assess customer needs, resolve issues, or escalate appropriately while keeping accurate and up-to-date records.
  
• Deal with cash, card, and postal payments, internal remittances, cash ordering administration, and end-of-day banking procedures in line with financial regulations.
  
• Utilise available ICT systems to effectively deal with a wide range of customer enquiries.
  

Experience

• Experience handling a diverse range of customer enquiries via various channels including face-to-face, telephone, email, and live chat.
  
• Experience managing difficult or sensitive customer issues and complaints.
  
• Experience in cash handling, processing payments, and end-of-day banking procedures.
  

Qualifications

• Willingness to take responsibility for personal development, actively participating in appraisals, coaching, and training.
  
• Ability to become familiar with Council policies, procedures, and appropriate legislation.
  

Additional Information

• Working hours: 37 hours per week (4 days at 9-5 and 1 day at 9-4.30).
  
• Basic DBS required.
  
• We work on a biweekly payment schedule.
  
• This is an Onsite role based in Solihull.