Customer Services Advisor (Complaints Handling)
Job Ref: Cheshire East 5297569
Pay Rate: £13.45 per hour PAYE
Hours per week: 37 Monday – Friday, 8:30-17:15
In person interview
This opening assignment is for 3 months
Cheshire SK10 1EA
Summary of what the candidate must have to apply:
- GCSEs (or equivalent) in Maths and English.
- Experience dealing with customer enquiries through to resolution.
- Experience handling complaints and challenging customer situations.
- Strong customer service and communication skills.
- Good IT and administrative skills.
- Ability to work independently and as part of a team.
- Customer-focused approach with a positive attitude towards change.
The role: We are seeking a Customer Services Advisor to provide a high-quality service to customers via both face-to-face interactions and telephone enquiries. The successful candidate will aim to resolve as many enquiries as possible at the first point of contact while delivering an efficient and positive customer experience.
Key accountabilities:
- Handle customer enquiries and service requests face-to-face and by telephone.
- Resolve customer issues wherever possible at first contact.
- Accurately update and maintain customer records on relevant IT systems.
- Ensure compliance with regulatory and legal requirements.
- Manage complaints, compliments and suggestions in line with council procedures.
- Support service improvement initiatives and customer service campaigns.
- Work collaboratively with colleagues to maintain service delivery.
- Provide cover and support across the team when required.
Requirements/key criteria:
Essential
- GCSE Maths and English (or equivalent).
- Experience dealing with customer enquiries through to completion.
- Experience handling complaints and challenging customers.
- Excellent customer service skills.
- Good literacy and numeracy skills.
- Competent using IT systems, telephones and standard office equipment.
- Flexible, customer-focused and able to use own initiative.
Desirable
- NVQ Level 3 in Customer Services or equivalent.
- Experience within a local authority call centre or customer service environment.
- Experience handling abusive or emotive customers.
Knowledge of call handling standards and council services.
How to Apply
- Quote the Job Title and Reference Number in your application.
- Submit your CV in Word format.
- Applications are reviewed on a rolling basis—early submission is recommended.
We will also add your details to our mail out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles.
If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us.
Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV. 