Customer Services Advisor

Main Accountabilities Customer Services Advisor

1. Be the first point of contact for Customer Relations, responding by telephone, email and other agreed channels within service timescales.

2. Triage enquiries, complaints, compliments and correspondence, clarifying issues, assessing urgency, vulnerability or risk, and directing contacts to the appropriate service or escalation route.

3. Provide clear, accurate and accessible advice, resolve straightforward enquiries and signpost appropriately, adapting communication with empathy and professionalism to individual needs, including distress or dissatisfaction.

4. Process complaints sensitively under Council policy and relevant procedures, identify the correct route, gather information, monitor deadlines and draft routine correspondence with management sign-off where required.

5. Maintain accurate, confidential electronic records in line with data quality, information governance and data protection requirements.

6. Provide administrative support to the Customer Services Manager, maintain trackers and action logs, support meetings and projects, and prepare correspondence, documents and management reports using Microsoft 365 and relevant systems.

7. Work with social care, education, SEND, other Council services and external partners to deliver joined-up responses, using initiative and sound judgement and seeking management oversight when needed.

8. Identify and report themes and learning from customer feedback to improve service delivery, customer information, online guidance, templates, procedures and communications.

9. Promote equality, diversity and inclusion, treating customers fairly, courteously and with respect for their circumstances.

10. Undertake other duties appropriate to the level and purpose of the post as required by the line manager.

Education / Qualifications Customer Services Advisor

Good standard of general education, including English and Maths, or demonstrable equivalent literacy and numeracy skills.

Experience Customer Services Advisor

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Experience of handling telephone and written contact from the public, including people who may be distressed, dissatisfied or angry.

Experience of managing a varied workload, maintaining accurate records and meeting deadlines.

Experience of using Microsoft 365, including Outlook, Word, Excel and Teams.

Experience in Childrens Services, social care, education, SEND, health or another regulated public service.

Experience of complaints, casework, triage or multi-agency working.

Skills / Knowledge Customer Services Advisor

Excellent written and verbal communication, with the ability to adapt communication for different audiences.

Strong customer service skills, with the ability to listen, clarify issues and seek constructive outcomes.

Ability to analyse and triage information, identify priorities and determine when escalation is required.

High level of accuracy and attention to detail.

Ability to organise and prioritise work independently and as part of a team.

Ability to handle sensitive and confidential information appropriately.

Understanding of data protection, information governance and equality principles.