Banner Default Image

Customer Service Advisor

  • Location

    Bedwas, Caerphilly

  • Sector:


  • Job type:


  • Salary:

    £10.14 - £10.65 per hour

  • Job ref:


  • Published:

    11 months ago

  • Duration:

    8 Months

  • Start date:


  • Expiry date:


Our client is seeking a Customer Service Advisor on an initial 8 Month contract with the possibility if an extension.

Working Hours: Monday - Saturday, 37 Hours

Pay Rate: £10.14 P/H PAYE

Job Purpose:

Provide high quality customer service across the Council's Customer Service access channels, acting as an 'advocate' for the customer. Deliver a variety of service requests by accessing Council services. Pro-actively manage the life cycle of the service request.

Duties and Responsibilities:

  • Deliver a range of Council Services using the Councils Customer Relationship Management system, in accordance with relevant legislation, Council policies and procedures.
  • Provide information and advice to customers in the most appropriate format to meet their needs.
  • Ensure that payment activities are undertaken in accordance with the Council's financial regulations.
  • Undertake administrative tasks and make telephone calls as required to progress enquiries from customers, ensuring the efficient functioning of the Customer Service operation.
  • Maintain a good working knowledge of regulations covering services delivered by Customer Services.
  • Actively promote the Council by informing customers of other services that may be relevant or of interest to them.
  • Assist in ensuring that information provided to Customer Service by Directorates for the use in the delivery of services is up to date and correct.
  • Take responsibility for your own learning and development and to take part in any training considered relevant to the role.
  • Co-operate in ensuring that the Council's obligations under the Health and Safety at Work Act and supporting regulations are met in respect of the Customer Service operation.
  • The business requirement will involve working on a rota basis covering Monday to Saturday between the hours of 08.00 - 19.00.

Skills and Experience:

  • Knowledge of regulations covering one or more of the following; Benefits, Council Tax, Environmental Services, Housing Services and Social Services, or commitment to acquire this knowledge.
  • Knowledge of policy issues having a bearing on customer service for Local Authorities
  • Welsh language skills.
  • Proven organisational skills.
  • Ability to practically apply customer service policies in an operational environment.
  • Keyboard skills and an understanding of Microsoft Office tools.
  • Diplomatic yet approachable.
  • Able to act with confidence and assertiveness, as well as tact and diplomacy.
  • A proven contribution to improvement of services in response to customer need and aspiration.
  • Ability to deliver the implementation of change.

121 Jobs is acting as an Employment Business in relation to this vacancy.