This is an excellent opportunity to join a busy and supportive Contact Centre, providing a high-quality customer service to residents across the borough. As the first point of contact, you will play a vital role in delivering an efficient, professional, and compassionate service to members of the public.
Key Responsibilities of the Call Centre Advisor:
* Answer incoming telephone calls from residents, providing a professional, friendly, and efficient service.
* Respond to enquiries relating to council services, housing, repairs, and other local authority services.
* Provide practical advice, guidance, and solutions in line with council policies and procedures.
* Support vulnerable or distressed residents with empathy, patience, and professionalism.
* Accurately record customer enquiries and update information on the council's CRM and case management systems.
* Ensure all customer interactions are documented clearly and accurately.
* Escalate complex enquiries to the appropriate department where necessary.
* Work collaboratively with internal teams to resolve customer issues promptly.
* Meet individual and team performance targets while maintaining excellent customer service standards.
* Handle confidential information in accordance with GDPR and council policies.
* Maintain a positive and professional approach in a fast-paced contact centre environment.
Requirements for the Call Centre Advisor:
* Previous experience working in a call centre, customer service, or contact centre environment.
* Excellent communication and active listening skills.
* Ability to remain calm and professional when dealing with challenging or vulnerable customers.
* Strong problem-solving and decision-making abilities.
* Good IT skills, including experience using CRM or case management systems.
* Excellent organisational skills and attention to detail.
* Ability to work effectively as part of a team and manage a busy workload.
What We Offer for the Call Centre Advisor:
* Monday to Friday shift patterns between 8:00am and 8:00pm, with occasional Saturday shifts (8:00am–12:00pm).
* Opportunity to gain valuable experience with one of London's leading local authorities.
* Training will be given
* Support from a dedicated recruitment consultant throughout your assignment.
If you have previous call centre or customer service experience and are passionate about delivering excellent customer service, we'd love to hear from you.
Apply today with your up-to-date CV, and one of our consultants will be in touch
Salary description
£20.55 - £20.55 per day