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Ebonnie Goss Associate Director
Job Description
Job Opportunity: Customer Service Advisor - Local Authority, West London
Hourly Rate: £24/hour (Umbrella)
Contract Type: Interim (Two Positions Available)
Are you a customer service professional with a passion for making a difference? Do you have the skills to deliver exceptional service to residents? We are hiring Customer Service Advisors to join the Resident Access Team for a local authority in West London.
About the Role
As a Customer Service Advisor, you will be the first point of contact for residents, providing advice and assistance on a wide range of services, including:
- Parking and permits
- Waste management
- Planning and licensing
- Elections
- Schools admissions
- Environmental services
- Council tax and benefits
You'll handle enquiries across multiple channels such as telephone, email, social media, and face-to-face interactions. Your role will involve resolving issues efficiently, promoting digital self-service, and ensuring every resident interaction delivers a positive and professional experience.
Key Responsibilities
- Respond to resident enquiries, resolving issues or signposting where needed.
- Process payments securely and accurately.
- Support residents in accessing services via digital channels.
- Use multiple IT systems to provide accurate and timely advice.
- Build effective working relationships with internal teams and external partners.
- Act as an ambassador for excellent customer service and help drive service improvements.
What We're Looking For
- Strong customer service experience, ideally in a contact centre or similar environment.
- Excellent communication and problem-solving skills.
- Ability to work under pressure and manage complex enquiries.
- Proficiency in IT systems and data management.
- A flexible, proactive approach and willingness to work across different locations.
Why Join Us?
This is a rewarding opportunity to be part of a team that directly impacts residents' lives and the council's reputation. You'll be supported with training and development to expand your skills and knowledge, with the potential to take on more complex responsibilities.
Location: West London
Contract Type: Interim (hourly paid)
Hourly Rate: £24/hour Umbrella
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* Proactively respond to expressions of dis- satisfaction at the initial stage, preventing escalation wherever possible.
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