Customer Services Advisor – AR

Job Details

Customer Services Advisor

Client: Cheshire East Council
Grade: G5
Department: Customer Services and Call Centre

About the Role

Cheshire East Council is looking for a Customer Services Advisor to provide a professional, friendly and efficient service to residents and members of the public. You will be the first point of contact for customer enquiries, helping people access council services, providing information and resolving queries wherever possible.

Key Responsibilities

• Handle incoming customer enquiries by telephone and other communication channels.
• Provide accurate information and guidance on council services and procedures.
• Resolve customer queries efficiently, ensuring a positive customer experience.
• Record enquiries, update customer information and maintain accurate records on council systems.
• Identify customer needs and direct enquiries to the appropriate department when necessary.
• Handle complaints and challenging conversations professionally, escalating complex issues where appropriate.
• Work effectively within a busy customer service environment, managing workloads and meeting service standards.
• Maintain confidentiality and handle personal information in line with data protection requirements.

Essential Skills and Experience

• Previous experience in customer service, a contact centre or a customer-facing role.
• Excellent verbal and written communication skills.
• Good IT skills, including the ability to use computer systems and update records accurately.
• Strong problem-solving skills and the ability to resolve customer enquiries.
• A professional, patient and helpful approach when dealing with members of the public.
• Ability to work under pressure, manage competing priorities and remain calm when handling difficult situations.
• Strong attention to detail and a commitment to delivering high-quality customer service.

Ideal Candidate

The successful candidate will be customer-focused, organised and confident communicating with a wide range of people. Experience within a local authority or public sector customer service environment would be advantageous, although candidates with strong private sector contact centre experience will also be considered.

What You’ll Bring

You will bring a positive attitude, a commitment to helping residents and the ability to deliver an efficient, reliable and professional customer service on behalf of Cheshire East Council.