Customer Service Agent

We’re looking for a motivated and customer-focused Customer Service Advisor to join our busy Contact Centre team.

In this role you’ll help deliver excellent local government services to residents via telephone, email, web, face-to-face, and written correspondence. You’ll handle enquiries, process payments, maintain accurate records, and provide clear, courteous, and timely support to our diverse community.

You will play a key part in ensuring residents have easy access to services, while maintaining the Council’s high standards for professionalism, efficiency, and equality.

Key Responsibilities
Handle customer enquiries across multiple channels (phone, email, face-to-face, post)
Process payments (cash, cheque, card) and issue invoices accurately
Use CRM and contact centre systems to log and manage cases
Manage queues, monitor service standards, and meet performance targets
Handle complex and occasionally challenging situations with empathy and professionalism
Keep up to date with Council services and policies
Work flexibly to cover operational hours (evenings/weekends on a rota basis)
About You
Previous customer service experience (contact centre, public sector, or retail/banking/service industry)
Strong communication skills — written and verbal
Capable of managing complex enquiries and working under pressure
IT literate with experience using Microsoft Office and CRM systems
Committed to equality, diversity, and data protection principles
Resilient, adaptable, and a team player who works well independently

Desirable: Experience in the public sector or dealing with a wide range of community members, and the ability to train or mentor new staff