Customer Service Advisor

In this role you will be dealing with customer enquiries for all council services from a range of customers, some whom maybe vulnerable. Under the supervision of the Manager, the post holder will resolve complex and challenging enquiries at the first point of contact, gather information and verify supporting evidence and consider other support agencies available for customers within the community.

The post holder will update computer records as appropriate and provide advice on legislation driven services such as Council Tax, Housing and Housing Benefit enquiries. All work will be undertaken in accordance with legislation, Council policy and the operational service plan of the section. Interpretation of legislation as applied to individual customer’s circumstances will be required. The post holder will be required to retain an extensive knowledge of all the council services and provide specialist advice and guidance for services which form a major part of the authority’s annual income and expenditure.

The post holder will be required to support the Council with its digital drive ensuring we support customers that could be impacted by digital exclusion. For example, assisting customers with self-serve and floor walking. The post holder will support the wider Council by handling customer enquiries via telephone and email.