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Customer Service Advisor - Contact Centre
The Role
We are recruiting on behalf of our client, a local authority in Bexley, for a proactive and customer-focused Customer Service Advisor to join their Contact Centre team. This is a key frontline role supporting the local community by providing advice and information on a wide range of Council services.
You will handle customer enquiries across multiple channels, including telephone, email, and face-to-face contact, aiming to resolve the majority at the first point of contact. You will liaise with internal departments and external partners to ensure issues are resolved efficiently, while delivering a high standard of customer service.
Key Responsibilities-
Respond promptly to enquiries received via phone, email, web, letter, and face-to-face.
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Use the CRM system to accurately log and manage customer interactions and service requests.
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Liaise with internal service teams and external providers to resolve issues and fulfil requests.
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Support the resolution of complex complaints and enquiries under guidance from supervisors.
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Maintain knowledge of Council services and procedures to provide accurate, up-to-date information.
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Assist with the implementation and testing of new services and CRM processes.
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Undertake general administrative tasks, including document processing and payment handling.
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Follow procedures to process cheques, card payments, and service fulfilment activities.
You will have experience in a high-volume customer service environment, ideally in local government or a contact centre. You will have excellent interpersonal skills, be confident using IT systems, and demonstrate professionalism in handling enquiries and complaints.
You will also have:
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Strong verbal and written communication skills
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Excellent attention to detail and the ability to follow set procedures
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Experience working with CRM systems or similar digital platforms
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A calm and confident approach to challenging or emotional customer interactions
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A flexible and team-oriented attitude with the ability to work independently
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A commitment to equality, customer care, and public service values
