Location: Hyrbid basis - days onsite to be discussed with manager, with local area knowledge required (Lowestoft/Melton area)
Pay Rate: £14.59 per hour PAYE
Contract Length: Initial 6-week assignment with potential to extend.
Start Date: As early as Monday 3rd August, subject to compliance checks
Hybrid working arrangements can also be considered
Equipment Collection Location- East Suffolk House, Riduna Park, Melton, IP12 1RT
Contact Centre Location- Riverside, 4 Canning Road, Lowestoft, NR33 0EQ
About the Role
Opus People Solutions are recruiting on behalf of our Client, East Suffolk Council, for a Customer Service Advisor on a temporary basis, to join a busy and supportive Customer Services Administration and Training Team. This is primarily a remote position, although applicants must live locally to enable collection and return of equipment and demonstrate knowledge of the local area.
This role focuses on providing administrative support to a front-facing Customer Services team, ensuring customer enquiries are handled efficiently, professionally, and within agreed service standards.
No interview process is required. Successful candidates will be selected following hiring manager review of submitted CVs and completion of compliance checks.
Key Responsibilities
Manage and administer Customer Services mailboxes on a daily basis
Respond to enquiries accurately, professionally, and within agreed SLAs
Log customer enquiries using the Service CRM system
Allocate cases to relevant service teams
Chase and escalate outstanding enquiries where required
Signpost customers to appropriate self-service council options
Process:
Address issue enquiries
Deceased customer notifications
Garden waste change of address requests
Support Learning Exchange administration
Provide administrative support to garden waste specialists and assist with garden waste enquiries during busy periods
Build positive relationships with customers and help maintain trust in council services
Support the promotion and implementation of Customer Services principles across the wider organisation
Assist with the design and delivery of engagement initiatives for the wider Customer Services team
Work collaboratively while managing workload independentlyEssential Requirements
Previous experience working within a customer contact centre environment
Previous experience in customer service or customer advisor roles
Experience working in fast-paced, high-volume environments
Excellent verbal and written communication skills
Strong attention to detail with quick and accurate keyboard skills
Ability to work under pressure and manage competing priorities
Ability to work independently and use initiative
Strong IT skills, including experience using Microsoft 365 applications and Microsoft Teams
GCSE/O Level qualifications (Grade A-C / 4-9) or equivalent, including English and Mathematics
Local to the Lowestoft/Melton area with the ability to collect and return equipment when required
Important Information
All offers are subject to satisfactory compliance screening, including verification of the right to work in the UK and satisfactory employment references.
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Salary description
£14.59 - £14.59 per hour