At a Glance
- Tasks: Deliver top-notch customer support across various channels and resolve enquiries efficiently.
- Company: Join a dynamic Council team committed to excellent service and community values.
- Benefits: Earn £14.59 per hour with potential for contract extension and flexible working options.
- Other info: Opportunity for career growth and collaboration with partner organisations.
- Why this job: Make a real difference in your community while developing valuable customer service skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 14.59 - 14.59 £ per hour.
Location: Remote / Hybrid – Melton IP12 (Equipment Collection) – Lowestoft, NR33 (Contact Centre Location)
Salary: £14.59 per hour
Full Time – Monday to Friday – 8:45am to 5:00pm - 37 hours
Contract: Initial 6 week contract with potential extension
Main Purpose
Join a skilled Customer Services team delivering high-quality support across a range of Council services. Provide an excellent customer experience by resolving enquiries at the first point of contact through telephone, email, web chat, social media, text message and face-to-face channels. Promote digital services, identify opportunities to improve efficiency, and deliver value for money.
Our Values
- Proud – Believing in who we are, what we do and where we live.
- Dynamic – Transforming the future with you in mind.
- Truthful – Honest and clear in all we do.
- Good Value – Delivering outstanding services smartly and economically.
- United – Working together as one team.
Key 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.
Essential Requirements
Knowledge & Experience
- Experience using IT systems and Microsoft Office applications.
- At least 18 months' experience in a comparable customer service environment.
- Understanding of Council services.
- Experience taking payments over the telephone.
Skills
- Excellent written and verbal communication.
- Accurate keyboard and numeracy skills.
- Ability to work under pressure in a high-volume customer service environment.
- Ability to remain calm and professional when dealing with distressed or difficult customers.
- Understanding of confidentiality and handling sensitive information.
- Ability to work independently and across different locations.
Education
- Minimum of four GCSEs (Grade C/4 or above), including English and Maths, or equivalent.
- Relevant customer service experience and training.
Desirable
- NVQ Level 3 in Customer Service or equivalent.
- Knowledge of: Council Tax and Housing Benefit legislation, Housing and Homelessness legislation, GDPR.
Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.
To discuss this vacancy or other vacancies in your area please contact Liam Heddle on.
Customer Service Advisor in Suffolk employer: 4Recruitment Services
4Recruitment Services is an excellent employer, offering a supportive work culture that prioritises safety and teamwork in the Buckinghamshire area. Employees benefit from comprehensive training and development opportunities, ensuring career growth while working in a vital role that contributes to community well-being. With provided uniforms and PPE, the company fosters a professional environment where every team member is valued and empowered to make a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Suffolk
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at 4Recruitment Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like 4Recruitment Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in Suffolk
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to 4Recruitment Services:Your cover letter is your chance to shine! Tell us why you want to work at 4Recruitment Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at 4Recruitment Services!
How to prepare for a job interview at 4Recruitment Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
