Customer Services Advisor

About The Job

Salary: £25,989 – £26,824 a year

Hours per week: 37

Contract type:
Fixed term (12 months from start date)

Are you driven by exceptional customer service and motivated by making a real difference? We’re seeking a committed Customer Service Advisor to join our team, where putting customers first is at the core of everything we do.

As a key frontline representative, you’ll be the initial point of contact for our customers, delivering professional, inclusive, and high-quality support through our Service Centre or Contact Centre. Your focus will be on resolving enquiries at the first point of contact, ensuring customers receive timely and effective assistance.

Using your strong communication skills and dedication to excellence, you’ll play an important role in creating positive experiences and achieving meaningful outcomes for the communities we serve.

Please note this role does not attract sponsorship.

We’re looking for a friendly, confident Customer Service Advisor to join our team in Complaints within Customer Services and deliver outstanding support to the public across multiple channels. You’ll handle a wide range of enquiries - including complex or challenging cases - with professionalism, empathy, and clear communication.

You’ll use your initiative and problem-solving skills to resolve issues quickly, working within agreed procedures and using a variety of customer contact systems and IT tools. Accuracy and attention to detail are essential, particularly when recording information and maintaining case records.

You’ll bring strong numeracy skills, an understanding of equality and inclusive service delivery, and the ability to interpret relevant legislation such as Housing Benefits, Council Tax, or Adult Social Care. You may also support colleagues to help maintain consistent service standards.

This is a public facing role so you’ll need to show off your fluency in speaking and writing English.

With a Customer Service qualification (or equivalent experience), flexibility to meet service demands, and a commitment to making a positive impact in your community, this is a great opportunity to build a rewarding frontline career.

Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.

The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?

We welcome applications from all sections of the community and are committed to developing a workforce that reflects the diversity of our borough.

On occasions, we may close a vacancy early due to a very high number of applications being received.

• From 25 to 32 days’ annual leave: linked to length of service and grade
• Buying annual leave scheme: buy up to 20 days additional annual leave
• Career Pathways: step up in your career or move into a specialist area
• Pension scheme: with generous employer contributions of up to 20.2 per cent (at July 2023) and 3x salary death in service grant
• Generous relocation package: up to £8,000 (subject to eligibility)
• Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home
• Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
• Training and support: unlimited access to development courses, mentoring and support and clear career pathways
• Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons
• Arriva Travel Club: great value savings on local bus travel

We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out!

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