Customer Service Advisor

Hours: 1 x 30 Hours per week, 1 x 35 Hours per week

Salary: Up to SK7 (£25,974 per annum pro rata) following probationary period.

Contract: Permanent

Job Responsibilities

1. Provide high-quality, multi-disciplined, and effective customer service, ensuring timely, accurate, and efficient responses to inquiries. Note that duties may vary without changing their general nature or responsibility level.
2. Receive and assist customers visiting or contacting the Council via any communication channel, adhering to the Customer Service Standards.
3. Offer customer services across various functions on behalf of the Council and partner organizations as needed.
4. Record all contacts in the Customer Relationship Management System (CRM). If unable to resolve an inquiry, identify appropriate service specialists and transfer the inquiry to the ‘back office’.
5. Interpret customer inquiries to determine the correct management approach, which may include signposting, partial, or full resolution.
6. Utilize comprehensive IT systems to manage inquiries, access information, and update customers on outstanding issues. This may include access to and updating of administrative systems in ‘back office’ sections.
7. Encourage and promote the use of self-service options, supporting customers in utilizing these face-to-face and over the phone in a call center environment.
8. Act as an ambassador for the customer service centre and South Kesteven District Council, liaising with staff, senior management, Councillors, the public, and other agencies.
9. Proactively assist in resolving complaints, including recording them in the CRM database and advising customers on applicable Complaints Procedures.

This role is not politically restricted.

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