Customer Service Advisor - Contact Centre - £17.00 per hour
Location: Bexley
Contract: Initial 6-month office-based contract to cover a permanent vacancy, with the intention to transition into a permanent role following review. Office presence in Bexley is required for initial training and any future upskilling. Once trained, hybrid working is available 2-3 days per week.
Salary: £17.00 per hour
The Role
We are recruiting on behalf of our client, a local authority in Bexley, for a proactive and customer-focused Customer Service Advisor to join their Contact Centre team. This is a key frontline role supporting the local community by providing advice and information on a wide range of Council services.
You will handle customer enquiries across multiple channels, including telephone, email, and face-to-face contact, aiming to resolve the majority at the first point of contact. You will liaise with internal departments and external partners to ensure issues are resolved efficiently, while delivering a high standard of customer service.
A good understanding of how local authorities operate and the services they provide is essential, as this role requires navigating various council functions and advising residents accordingly.
Key Responsibilities
Respond promptly to enquiries received via phone, email, web, letter, and face-to-face.
Use the CRM system to accurately log and manage customer interactions and service requests.
Liaise with internal service teams and external providers to resolve issues and fulfil requests.
Support the resolution of complex complaints and enquiries under guidance from supervisors.
Maintain knowledge of Council services and procedures to provide accurate, up-to-date information.
Assist with the implementation and testing of new services and CRM processes.
Undertake general administrative tasks, including document processing and payment handling.
Follow procedures to process cheques, card payments, and service fulfilment activities.
About You
You will have experience in a high-volume customer service environment, ideally in local government or a contact centre. You will have excellent interpersonal skills, be confident using IT systems, and demonstrate professionalism in handling enquiries and complaints.
You will also have:
Strong verbal and written communication skills
Excellent attention to detail and the ability to follow set procedures
Experience working with CRM systems or similar digital platforms
A calm and confident approach to challenging or emotional customer interactions
A flexible and team-oriented attitude with the ability to work independently
A commitment to equality, customer care, and public service values
Knowledge of how local authorities operate and the services provided
