OR100626 (JS) – CUSTOMER OPERATIONS ADVISER

Job Details

Customer Operations Adviser

Location: Civic Centre, High Street, Esher KT10 9SD (Office Based)
Hours: 36 hours per week
Contract: 3 – 6 Months
Team: Customer Operations and Transformation
DBS Check: Basic DBS required

About the Role

We are looking for a motivated and customer-focused Customer Operations Adviser to join our busy Customer Operations team. You will play a key role in delivering high-quality customer service to residents, partners, and stakeholders, ensuring enquiries are handled efficiently and effectively across multiple communication channels.

This is a varied and fast-paced role where you will be the first point of contact for many customers, helping to resolve queries, process requests, and support vulnerable residents with care and professionalism.

Key Responsibilities

  • Provide excellent customer service across phone, email, and other contact channels
  • Resolve customer enquiries at the first point of contact wherever possible
  • Process a range of administrative tasks, including more complex cases involving financial and regulatory requirements
  • Maintain accurate records using council systems and databases
  • Support vulnerable customers with appropriate advice and assistance
  • Liaise effectively with internal departments and external partners
  • Encourage customers to use digital and self-service channels
  • Work to service standards, deadlines, and performance targets
  • Contribute to continuous improvement of services and processes

About You

We are looking for someone who is:

  • Experienced in customer service or contact centre environments
  • Confident handling high volumes of customer enquiries
  • Able to communicate clearly and professionally with a wide range of people
  • Comfortable working under pressure in a fast-paced setting
  • Highly organised with strong attention to detail
  • Skilled in problem solving and decision making
  • IT literate with experience using databases or CRM systems
  • Able to work well independently and as part of a team

Experience in a local authority or public sector environment is desirable but not essential.

What We Offer

  • A supportive and collaborative team environment
  • Training and development opportunities
  • Opportunities to grow within customer operations and wider council services
  • A role where you can make a real difference to local residents

Important Information

  • This role requires a Basic DBS check
  • You must have the right to work in the UK
  • This is an office-based position