Customer service Advisor

Customer Service

Act as the first point of contact for customers via telephone, email channels.
Deliver excellent customer service by responding to enquiries promptly, accurately, and professionally.
Resolve customer enquiries at the first point of contact wherever possible.
Escalate complex cases to the appropriate department when necessary.
Maintain customer confidentiality and comply with GDPR and Data Protection requirements.
Handle complaints and challenging situations with empathy, patience, and professionalism.
Provide information and guidance on Blue Badge eligibility, applications, renewals, replacements, and appeals.
Assist customers with completing application forms and submitting supporting documentation.
Process Blue Badge requests and update records accurately on relevant systems.
Liaise with internal teams and external agencies to support the application process.
Monitor application progress and provide updates to customers.
Respond to enquiries relating to household waste, recycling, and environmental services.
Process requests for replacement bins, additional bins, and recycling containers.
Log and investigate reports of missed collections and arrange appropriate follow-up action.
Provide advice on collection schedules, recycling policies, bulky waste collections, and waste disposal procedures.
Ensure service requests are recorded accurately and passed to operational teams where required.
Maintain accurate customer records and case notes using customer relationship management (CRM) systems.
Ensure all enquiries and requests are processed within agreed service standards and deadlines.
Prepare correspondence, emails, and documentation as required.
Contribute to service improvements by identifying recurring issues and proposing solutions.Person Specification

Previous experience in a customer service environment.
Experience handling customer enquiries via telephone and digital channels.
Experience using databases, CRM systems, or case management systems.
Ability to work within established procedures and service standards.

Essential Skills and Knowledge

Excellent verbal and written communication skills.
Strong customer service and interpersonal skills.
Ability to manage a varied workload and prioritise tasks effectively.
Good problem-solving and decision-making abilities.
Strong attention to detail and accuracy.
Competent in Microsoft Office applications.
Ability to remain calm and professional when dealing with difficult customers.

Desirable Skills and Experience

Experience working within local government or public sector services.
Knowledge of Blue Badge schemes and eligibility requirements.
Knowledge of waste and recycling services.
Experience dealing with vulnerable customers.
Familiarity with CRM and case management software.Key Competencies

Customer Focus
Effective Communication
Teamwork
Problem Solving
Accuracy and Attention to Detail
Resilience
Accountability
AdaptabilityWorking Conditions

Office-based, Full time.
Weekly Pay.
3 months +

Connect2Dudley is a trading style of Dudley & Kent Commercial Services LTD - A joint venture between Dudley Metropolitan Council & Commercial Services Kent Ltd. Connect2Dudley is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates