Customer Advice Officer

Customer Advice Officer

We are recruiting for a Customer Advice Officer to join a busy Customer Services team within a local authority.

This is a fantastic opportunity for someone with strong customer service and communication skills who enjoys helping people, solving problems and providing advice across a wide range of services.

The Role

As a Customer Advice Officer, you will provide a high-quality front-line service to members of the public, dealing with enquiries through a variety of channels including face-to-face, telephone, webchat, online services and outreach locations.

You will provide advice and support across a range of local authority services, including areas such as:

Council Tax and Housing Benefits
Housing and Homelessness
Debt Recovery
Planning and Environmental Services
Adult and Children's Services

Key Responsibilities

Providing accurate advice and guidance to customers
Gathering information and identifying the best solution to customer enquiries
Processing applications, service requests and documentation accurately
Updating systems and maintaining accurate customer records
Validating and verifying documentation
Handling sensitive and confidential information
Taking payments where required
Recording and managing customer complaints
Working in line with relevant legislation, policies and procedures
Signposting customers to appropriate services and external agencies
Working closely with other departments and partner organisations

What We're Looking For

We are looking for someone with:

At least 12 months' experience in a busy customer service environment
Experience providing advice and guidance, including dealing with complex enquiries
Excellent communication and interpersonal skills
Strong problem-solving and decision-making abilities
Good IT skills and confidence using multiple systems
Experience handling sensitive and confidential information
The ability to manage a busy workload and work accurately under pressure
A professional, empathetic and customer-focused approach
The ability to work independently and use your own initiative