Customer Services Advisor (Mbmd4008 G5) (Customer Services and Call Centre)
Posted
Position: Customer Services Advisor
Location: Market Place, Macclesfield, SK10 1EA
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: 37 hours per week
Pay Rate: £ 13.45 per hour
Job Ref: (phone number removed)
Job Responsibilities
Provide a high-quality customer service experience as the first point of contact for residents and service users across multiple communication channels, including telephone, email, and face-to-face interactions.
Handle and resolve a wide range of customer enquiries, requests, and complaints efficiently, accurately, and in line with Council policies and procedures.
Record, update, and maintain accurate customer information using relevant systems and databases.
Provide advice and guidance to customers on Council services, processes, and available support options.
Log and allocate service requests to appropriate departments, ensuring timely follow-up and resolution.
Support service delivery by ensuring enquiries are correctly triaged and escalated where necessary.
Maintain confidentiality and comply with data protection and GDPR requirements at all times.
Work effectively as part of a customer services team to meet performance targets and service standards.
Process payments, applications, and service requests where required, ensuring accuracy and compliance.
Support continuous improvement of customer service processes and contribute to service development initiatives.
Deal with difficult or complex customer interactions in a professional and calm manner.
Use IT systems and digital tools effectively to manage workloads and customer interactions.
Person Specification
Essential Criteria
Experience
Experience working in a customer service, contact centre, or front-line service environment.
Experience dealing with members of the public in a professional capacity.
Experience handling enquiries, complaints, or service requests across multiple channels.
Experience using computer systems, databases, or CRM systems to record and manage information.
Skills and Abilities
Excellent communication skills, both verbal and written.
Strong customer service skills with a commitment to delivering a positive customer experience.
Ability to handle difficult or challenging situations in a calm and professional manner.
Good organisational skills with the ability to manage a busy workload and meet performance targets.
Strong attention to detail and accuracy in data entry and record keeping.
Ability to work effectively as part of a team and independently when required.
Competent IT skills, including Microsoft Office and customer service systems.
Knowledge
Understanding of customer service principles and best practice.
Awareness of data protection and confidentiality requirements (GDPR).
Basic understanding of local authority services (desirable).
Personal Attributes
Professional, polite, and approachable manner.
Patient, resilient, and empathetic when dealing with customers.
Flexible and adaptable to changing service demands and priorities.
Committed to delivering high standards of service and continuous improvement.
Additional Requirements
Ability to attend in-person interview as part of the selection process.
Willingness to work standard office hours (08:30–17:15, 37 hours per week).
Right to work in the UK must be verified in line with compliance requirements.
DISCLAIMER: By applying for this vacancy, you consent to your personal information being shared with our client and any relevant third parties we engage with, for the purpose of assessing your suitability for the role. You acknowledge that it is your responsibility to inform i-Jobs in advance if there are any specific organisations or hirers to whom you do not wish your details to be disclosed.
Location: Market Place, Macclesfield, SK10 1EA
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: 37 hours per week
Pay Rate: £ 13.45 per hour
Job Ref: (phone number removed)
Job Responsibilities
Provide a high-quality customer service experience as the first point of contact for residents and service users across multiple communication channels, including telephone, email, and face-to-face interactions.
Handle and resolve a wide range of customer enquiries, requests, and complaints efficiently, accurately, and in line with Council policies and procedures.
Record, update, and maintain accurate customer information using relevant systems and databases.
Provide advice and guidance to customers on Council services, processes, and available support options.
Log and allocate service requests to appropriate departments, ensuring timely follow-up and resolution.
Support service delivery by ensuring enquiries are correctly triaged and escalated where necessary.
Maintain confidentiality and comply with data protection and GDPR requirements at all times.
Work effectively as part of a customer services team to meet performance targets and service standards.
Process payments, applications, and service requests where required, ensuring accuracy and compliance.
Support continuous improvement of customer service processes and contribute to service development initiatives.
Deal with difficult or complex customer interactions in a professional and calm manner.
Use IT systems and digital tools effectively to manage workloads and customer interactions.
Person Specification
Essential Criteria
Experience
Experience working in a customer service, contact centre, or front-line service environment.
Experience dealing with members of the public in a professional capacity.
Experience handling enquiries, complaints, or service requests across multiple channels.
Experience using computer systems, databases, or CRM systems to record and manage information.
Skills and Abilities
Excellent communication skills, both verbal and written.
Strong customer service skills with a commitment to delivering a positive customer experience.
Ability to handle difficult or challenging situations in a calm and professional manner.
Good organisational skills with the ability to manage a busy workload and meet performance targets.
Strong attention to detail and accuracy in data entry and record keeping.
Ability to work effectively as part of a team and independently when required.
Competent IT skills, including Microsoft Office and customer service systems.
Knowledge
Understanding of customer service principles and best practice.
Awareness of data protection and confidentiality requirements (GDPR).
Basic understanding of local authority services (desirable).
Personal Attributes
Professional, polite, and approachable manner.
Patient, resilient, and empathetic when dealing with customers.
Flexible and adaptable to changing service demands and priorities.
Committed to delivering high standards of service and continuous improvement.
Additional Requirements
Ability to attend in-person interview as part of the selection process.
Willingness to work standard office hours (08:30–17:15, 37 hours per week).
Right to work in the UK must be verified in line with compliance requirements.
DISCLAIMER: By applying for this vacancy, you consent to your personal information being shared with our client and any relevant third parties we engage with, for the purpose of assessing your suitability for the role. You acknowledge that it is your responsibility to inform i-Jobs in advance if there are any specific organisations or hirers to whom you do not wish your details to be disclosed.
Remember: You should never send money to a prospective employer or disclose any financial information. Should you encounter any job listings requesting payments or financial details, please reach out to us immediately. For further guidance, visit jobsaware.co.uk.
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