Customer Service Advisors

Customer Service Advisors

Location: Solihull Area
Job Type: Full-Time, temporary contract

Role Purpose

We are seeking motivated and customer-focused individuals to join a busy Customer Contact Service team in the Solihull area.

This role involves handling a diverse range of enquiries through multiple channels including face-to-face interactions, inbound and outbound telephone calls, email, live chat and SMS. The successful candidate will provide a seamless, professional and high-quality service to all customers while demonstrating flexibility and a strong commitment to customer satisfaction. A basic DBS is required for this role.

Key Responsibilities

• Respond to all customer enquiries in a timely, courteous and professional manner.
• Clearly identify customer needs and see enquiries through to resolution using effective problem-solving and interpersonal skills.
• Handle complex customer contacts, providing advice and guidance across a range of service areas including Council Tax, Benefits, Social Services, Registrars and Environmental services.
• Manage enquiries across multiple communication channels including face-to-face, telephone, email, live chat, webmail and written correspondence.
• Work collaboratively with colleagues to manage difficult or sensitive issues and customer complaints effectively.
• Maintain accurate and up-to-date records in line with service standards, procedures and quality management systems.
• Utilise ICT systems confidently to manage and resolve a wide range of customer enquiries.
• Assess customer needs and resolve or escalate enquiries where appropriate.
• Provide flexible support to colleagues to ensure consistent service delivery.
• Process cash, card and postal payments in line with financial regulations.
• Carry out end-of-day cashing up procedures and banking responsibilities.

Person Specification

Essential Criteria:

• Level 3 qualification (or equivalent) in Administration, Customer Services or a related subject
  OR
• Demonstrable equivalent knowledge gained through substantial relevant experience

Desirable:

• IT qualification

About You

You will be:

• Customer-focused and professional
• Confident communicating across multiple channels
• Calm and effective when handling complex or sensitive enquiries
• IT literate and comfortable learning new systems
• Organised, accurate and able to work both independently and as part of a team