At a Glance
- Tasks: Support customers and manage enquiries in a fast-paced environment.
- Company: Join East Suffolk Council's dynamic Customer Services team.
- Benefits: Competitive pay, hybrid working, and no interview process.
- Other info: Flexible working arrangements with potential for contract extension.
- Why this job: Make a difference in your community while gaining valuable experience.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 14.59 - 14.59 £ per hour.
Location: Hybrid basis - days onsite to be discussed with manager, with local area knowledge required (Lowestoft/Melton area)
Pay Rate: £14.59 per hour
PAYE Contract Length: Initial 6-week assignment with potential to extend.
Start Date: As early as Monday 3rd August, subject to compliance checks
Hybrid working arrangements can also be considered
Equipment Collection Location - East Suffolk House, Riduna Park, Melton, IP12 1RT
Contact Centre Location - Riverside, 4 Canning Road, Lowestoft, NR33 0EQ
About the Role
Opus People Solutions are recruiting on behalf of our Client, East Suffolk Council, for a Customer Service Advisor on a temporary basis, to join a busy and supportive Customer Services Administration and Training Team. This is primarily a remote position, although applicants must live locally to enable collection and return of equipment and demonstrate knowledge of the local area. This role focuses on providing administrative support to a front-facing Customer Services team, ensuring customer enquiries are handled efficiently, professionally, and within agreed service standards.
No interview process is required. Successful candidates will be selected following hiring manager review of submitted CVs and completion of compliance checks.
Key Responsibilities
- Manage and administer Customer Services mailboxes on a daily basis
- Respond to enquiries accurately, professionally, and within agreed SLAs
- Log customer enquiries using the Service CRM system
- Allocate cases to relevant service teams
- Chase and escalate outstanding enquiries where required
- Signpost customers to appropriate self-service council options
- Address issue enquiries
- Deceased customer notifications
- Garden waste change of address requests
- Support Learning Exchange administration
- Provide administrative support to garden waste specialists and assist with garden waste enquiries during busy periods
- Build positive relationships with customers and help maintain trust in council services
- Support the promotion and implementation of Customer Services principles across the wider organisation
- Assist with the design and delivery of engagement initiatives for the wider Customer Services team
- Work collaboratively while managing workload independently
Essential Requirements
- Previous experience working within a customer contact centre environment
- Previous experience in customer service or customer advisor roles
- Experience working in fast-paced, high-volume environments
- Excellent verbal and written communication skills
- Strong attention to detail with quick and accurate keyboard skills
- Ability to work under pressure and manage competing priorities
- Ability to work independently and use initiative
- Strong IT skills, including experience using Microsoft 365 applications and Microsoft Teams
- GCSE/O Level qualifications (Grade A-C / 4-9) or equivalent, including English and Mathematics
- Local to the Lowestoft/Melton area with the ability to collect and return equipment when required
Important Information
All offers are subject to satisfactory compliance screening, including verification of the right to work in the UK and satisfactory employment references.
Customer Service Advisor employer: Schools Choice
Schools’ Choice is an excellent employer, offering a supportive work culture that values teamwork and dedication. Located at the North Wales Police HQ Canteen in Colwyn Bay, employees benefit from a friendly environment and the opportunity to contribute to the community through quality food service. With flexible part-time hours and a focus on employee growth, this role is perfect for those looking to make a meaningful impact while enjoying a balanced work-life schedule.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor
✨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 Schools Choice.
✨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 Schools Choice. 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
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 Schools Choice.
How to prepare for a job interview at Schools Choice
✨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 Schools Choice'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 Schools Choice 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!
