Customer Service Advisor

Description

Customer Service Advisor

Location: Hybrid - up to 3 days onsite with local area knowledge required (Lowestoft/Melton area)

Pay Rate: 14.59 per hour PAYE

Contract Length: Initial 6-week assignment with potential to extend.

Start Date: ASAP

Hybrid working arrangements can also be considered

Equipment Collection Location- East Suffolk House, Riduna Park, Melton, IP12 1RT

Contact Centre Location- Riverside, 4 Canning Road, Lowestoft, NR33 0EQ

About the Role

Opus People Solutions are recruiting on behalf of our Client, East Suffolk Council, for a Customer Service Advisor on a temporary basis, to join a busy and supportive Customer Services Administration and Training Team. This is primarily a remote position, although applicants must live locally to enable collection and return of equipment and demonstrate knowledge of the local area.

This role focuses on providing administrative support to a front-facing Customer Services team, ensuring customer enquiries are handled efficiently, professionally, and within agreed service standards.

No interview process is required. Successful candidates will be selected following hiring manager review of submitted CVs and completion of compliance checks.

Key Responsibilities

Manage and administer Customer Services mailboxes on a daily basisRespond to enquiries accurately, professionally, and within agreed SLAsLog customer enquiries using the Service CRM systemAllocate cases to relevant service teamsChase and escalate outstanding enquiries where requiredSignpost customers to appropriate self-service council optionsProcess:Address issue enquiriesDeceased customer notificationsGarden waste change of address requestsSupport Learning Exchange administrationProvide administrative support to garden waste specialists and assist with garden waste enquiries during busy periodsBuild positive relationships with customers and help maintain trust in council servicesSupport the promotion and implementation of Customer Services principles across the wider organisationAssist with the design and delivery of engagement initiatives for the wider Customer Services teamWork collaboratively while managing workload independentlyEssential Requirements

Previous experience working within a customer contact centre environmentPrevious experience in customer service or customer advisor rolesExperience working in fast-paced, high-volume environmentsExcellent verbal and written communication skillsStrong attention to detail with quick and accurate keyboard skillsAbility to work under pressure and manage competing prioritiesAbility to work independently and use initiativeStrong IT skills, including experience using Microsoft 365 applications and Microsoft TeamsGCSE/O Level qualifications (Grade A-C / 4-9) or equivalent, including English and MathematicsLocal to the Lowestoft/Melton area with the ability to collect and return equipment when requiredAll offers are subject to satisfactory compliance screening, including verification of the right to work in the UK and satisfactory employment references.

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Ad ID: 5418930367