At a Glance
- Tasks: Provide top-notch customer service across various channels and resolve enquiries efficiently.
- Company: Join a dynamic Local Authority team focused on community support.
- Benefits: Flexible remote/hybrid work, competitive pay, and valuable experience in public service.
- Other info: Initial 6-week contract with potential for growth; apply soon!
- Why this job: Make a real difference in your community while developing essential skills.
- Qualifications: GCSEs in English and Maths, plus customer service experience.
The predicted salary is between 32061 - 32597 £ per year.
- Contract Civic Recruitment Limited United Kingdom
- Job Information
- Work Experience 1-3 years
- Customer Service
- City Lowestoft
- Province Suffolk
- Postal Code NR32
Job Description
- 1.5 months contract with a Local Authority
- Job Purpose
As a Customer Services Advisor, you will be part of a highly skilled and customer-focused team responsible for delivering a first-class service to residents, businesses, and stakeholders.
The role involves providing advice, information, and resolution to customer enquiries across multiple access channels including telephone, email, web chat, social media, text messaging, and face-to-face contact.
You will aim to resolve enquiries at the first point of contact wherever possible, ensuring high levels of customer satisfaction while delivering value for money.
Working within the Council's customer service framework, you will support a wide range of Council services, promote digital access channels, and contribute to continuous improvement initiatives.
The postholder will be expected to demonstrate and uphold the Council's values of
Proud, Dynamic, Truthful, Good Value, and United in all aspects of their work.
Key Responsibilities
- Customer Service Delivery
- Provide advice, guidance, and resolution for a wide range of Council service enquiries through telephone, email, web chat, social media, text messaging, and face-to-face interactions.
- Deliver excellent customer service and maximise first-contact resolution wherever possible.
- Follow through on commitments made to customers and ensure actions are completed within agreed service standards.
- Manage customer enquiries professionally, efficiently, and empathetically.
- Build positive relationships with customers and colleagues, promoting confidence in Council services.
- Service Knowledge and Support
- Develop and maintain comprehensive knowledge of Council services including:
- Elections
- Housing Needs
- Gateway to Homechoice
- Revenues and Benefits
- Land Charges
- Southwold Camping and other Council services
- Act as a source of advice and support for customers seeking information on Council services.
- Assist customers in accessing and using digital services and self-service platforms.
- Systems and Administration
- Accurately record, update, and maintain customer information using Customer Relationship Management (CRM) and other corporate systems.
- Utilise relevant systems including CRM, Civica, Capita, Elector8, Pay. net, and Microsoft Office applications.
- Process customer payments where required.
- Complete administrative tasks, correspondence, and documentation in accordance with corporate standards.
- Ensure all records comply with GDPR and data protection requirements.
- Partnership Working
- Work collaboratively with internal departments and external partners including:
- Department for Work and Pensions (DWP)
- Housing Services
- Norse and other service providers
- Share information appropriately to support customer resolution and service delivery.
- Develop effective working relationships with colleagues and stakeholders.
- Identify opportunities to improve processes, customer journeys, and service delivery.
- Promote lower-cost contact channels including web chat, email, and self-service options.
- Escalate complex cases appropriately and proactively resolve issues where possible.
- Contribute ideas and recommendations for service improvements.
- Customer Care and Complaints
- Deal effectively with customer concerns, complaints, compliments, and feedback.
- Apply appropriate communication and conflict-resolution techniques when handling difficult or sensitive situations.
- Remain calm and professional when supporting distressed or vulnerable customers.
- Ensure customer interactions are managed in line with Customer Service Standards.
Experience Required
- Experience using IT systems, databases, and Microsoft Office applications.
- Experience delivering excellent customer service in a customer-facing environment.
- Experience handling enquiries via telephone, email, and digital communication channels.
- Experience maintaining accurate records and customer information.
- Minimum 18 months' experience in a comparable Customer Services role.
- Experience within Local Government, Public Sector, Housing, Revenues and Benefits, or related services.
- Experience processing customer payments.
- Experience using CRM, Civica, Capita, Elector8, Pay. net, or similar systems.
- Experience working in a high-volume contact centre or customer service environment.
Qualifications
- Four GCSEs (or equivalent) at Grade C/4 or above, including English and Mathematics.
- NVQ Level 3 in Customer Service or equivalent qualification.
- Relevant customer service training and development.
- Additional qualifications related to local government administration, customer services, or contact centre operations.
- Knowledge, Skills and Competencies
- Knowledge
- Customer service principles and best practice.
- GDPR and data protection requirements.
- Understanding of Council services and local government operations.
- Digital customer service channels and systems.
Skills
- Excellent verbal and written communication skills.
- Strong customer service and relationship-building abilities.
- Fast and accurate keyboard and data entry skills.
- Good numeracy and administrative skills.
- Ability to prioritise workload and manage competing demands.
- Strong problem-solving and decision-making skills.
- Ability to remain calm under pressure and handle challenging situations professionally.
- Ability to work independently and as part of a team.
- Customer Focus
- Communication
- Teamwork
- Problem Solving
- Accuracy and Attention to Detail
- Resilience
- Digital Confidence
- Professionalism
- Additional Information
- Location: Primarily Remote/Hybrid
- Office Locations: Lowestoft - Riverside, 4 Canning Road, NR33 0EQ (Contact Centre)
- Duration: Initial 6-week assignment
- Hours: 37 hours per week
- Start Date: Thursday 30th July
- Requirement: Candidates should be local to enable collection and return of equipment and have knowledge of the local area.
Closing Date
Applications closing soon - early applications are encouraged
Customer Service Advisor in Lowestoft employer: Civic Recruitment Limited
Civic Recruitment Limited is an excellent employer, offering a dynamic work environment where strategic leadership in the Special Educational Needs service can truly make a difference in children's lives. With a strong focus on collaboration and professional development, employees are encouraged to grow their skills while contributing to meaningful outcomes in the Bromley community. The supportive culture and commitment to high-quality services make this an attractive opportunity for those looking to lead impactful change.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Lowestoft
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Civic Recruitment Limited.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Civic Recruitment Limited. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Advisor in Lowestoft
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Civic Recruitment Limited.
How to prepare for a job interview at Civic Recruitment Limited
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Civic Recruitment Limited's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Civic Recruitment Limited offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
