Customer Service Advisor

Job Title:

Customer Service Advisor

Contract:

6 months

Location:

Sheffield, UK

Job Purpose

To deliver a high-quality customer service function by acting as the primary point of contact for members of the public regarding services delivered by Veolia on behalf of Sheffield City Council. The role is responsible for handling customer enquiries, service requests, and complaints across multiple channels, ensuring timely resolution, clear communication, and adherence to contractual performance targets.

Key Responsibilities

Act as the first point of contact for customers via telephone, email, social media, and face-to-face interactions, dealing with both internal and external customers in a professional and courteous manner.

Manage a high volume of incoming enquiries relating to approximately 240,000 properties across Sheffield.

Respond promptly and accurately to customer enquiries, service requests, and complaints, ensuring a positive customer experience.

Resolve customer complaints at the first point of contact wherever possible, achieving outcomes that meet both customer expectations and business requirements.

Gather, assess, and record all relevant information required to resolve service enquiries effectively.

Process customer requests, complaints, and enquiries in line with agreed procedures and service standards.

Liaise closely with internal teams, including Operations and Systems Support, to ensure work is completed, issues are progressed, and system records are updated accurately.

Carry out proactive and reactive customer callbacks to provide progress updates and confirm resolution of issues.

Clearly communicate resolution timescales and manage customer expectations throughout the service lifecycle.

Maintain a strong working knowledge of all relevant processes, procedures, and systems to ensure service quality and contractual compliance.

Contribute to the achievement of contractual call-handling and performance targets through efficient and effective customer service delivery.

Key Skills and Competencies

Strong customer service and communication skills across multiple channels

Ability to handle high volumes of enquiries in a fast-paced environment

Confident complaint-handling and problem-solving capability

Attention to detail and accuracy in record-keeping and system updates

Ability to work collaboratively with internal teams

Commitment to service quality, consistency, and continuous improvement

What happens next?

Your application and CV will be carefully reviewed by the recruitment team managing this position. If your experience matches the role requirements, we will contact you within 48 hours to discuss the opportunity and outline the next steps.

Guidant, Carbon
60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy