Customer Service Advisor - Contact Centre

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.

• 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.

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