Customer Services Advisor

Role: Customer Service Advisor

Contract: 3 months

Location: Macclesfield, UK (on-site)

Working shifts: Monday to Friday (Full time)

Working pattern: 8:30am to 5:15 pm (37.5 working hour/week)

To provide a high-quality front-line customer service experience by resolving a broad range of customer enquiries received face to face and via telephone. The postholder will ensure customers receive efficient, professional, and timely support, aiming to resolve enquiries at the first point of contact wherever possible.

• Respond to customer enquiries and service requests received in person and over the telephone in a professional and customer-focused manner.
• Resolve customer issues efficiently at first point of contact wherever possible, escalating complex matters where appropriate.
• Accurately update and maintain customer records and service requests using relevant IT systems and databases.
• Ensure compliance with relevant regulatory, legal, and organisational standards in all day-to-day activities.
• Handle customer complaints, compliments, and suggestions in line with Council procedures and service standards.
• Support customers in accessing services and promote self-service options and alternative payment methods such as direct debit where appropriate.
• Contribute ideas and suggestions to improve customer service delivery and operational efficiency.
• Work collaboratively with colleagues to ensure continuous service delivery and provide support and cover across the team when required.
• Maintain a professional and positive approach when dealing with challenging, emotive, or abusive customers.
• Deliver excellent customer care while maintaining confidentiality and data protection standards.

• Experience working within a customer service, call centre, contact centre, or local authority customer service environment.
• Proven experience handling customer enquiries through to resolution.
• Experience managing customer complaints effectively and professionally.
• Experience dealing with challenging, emotive, or abusive customers in a calm and professional manner.
• Strong communication and interpersonal skills with the ability to build positive relationships with customers and colleagues.
• Good administrative and IT skills with the ability to accurately update electronic records and systems.
• Ability to work effectively under pressure in a fast-paced customer service environment.
• Strong problem-solving skills and the ability to make sound decisions within established procedures.
• Ability to work both independently and as part of a team.

• Previous experience working within a local authority or public sector environment.
• Knowledge of customer service procedures, complaint handling, and service standards within a council setting.