Customer Service Advisor

Contract Civic Recruitment Limited United Kingdom

Posted On 27/03/2026

Job Information

City Kingston upon Thames

Province Kingston upon Thames

Postal Code KT1

Job Description 4-5 months contract with a local authority

Job Purpose

To provide high quality, customer focused support as the first point of contact for residents accessing Council services. The role delivers advice, guidance, and resolution across all communication channels-telephone, online, and face to face while supporting continuous service improvement, digital transformation, and the Council's commitment to community cohesion, fairness, and inclusion.

Key Responsibilities

Customer Service Delivery

• Act as the first point of contact for all customer enquiries across phone, online and in person channels.
• Provide clear, accurate and timely advice to residents, including those in challenging or stressful circumstances.
• Log, manage and update customer service requests using the CRM system, ensuring all information is recorded correctly.
• Resolve customer issues and complaints proactively at the earliest opportunity, escalating through formal processes when necessary.
• Support councilors by assisting with the reporting and management of casework enquiries.

Service Processes & Performance

• Follow standardized processes for handling enquiries, service requests, logging, processing, and progress chasing.
• Work to agreed performance targets, monitoring progress and contributing to a culture of continuous improvement.
• Support operational plans to ensure resources and workflows are used effectively.
• Share ideas for service enhancements and demonstrate willingness to adopt new working approaches.

Digital & Modern Working Practices

• Use digital tools, including Google platforms, to improve efficiency and eliminate paper based processes.
• Promote and support the use of online services and self service options for customers.
• Contribute to the development of modern, agile, customer focused ways of working.

Partnership Working

• Build strong internal and external working relationships to support effective service delivery.
• Work collaboratively with colleagues across departments, external partners and councillors.
• Contribute to the organisation's commitment to community cohesion, social inclusion and accessible services.

Equality, Diversity & Inclusion

• Embed fairness, equality, respect and diversity into all aspects of service delivery.
• Ensure all customers are treated with dignity and respect, with sensitivity to individual needs.

Essential Experience & Skills

• Excellent customer service skills with the ability to resolve issues proactively.
• Strong verbal and written communication skills, with the ability to handle complaints calmly and sensitively.
• Ability to work independently and follow structured processes to achieve required performance levels.
• Capable of gathering, interpreting and explaining information to support effective decision making.
• Good IT literacy, with the ability to accurately record information using digital systems.
• Ability to work effectively as part of a team, demonstrating flexibility and responsiveness to changing service demands.
• Commitment to continuous improvement and willingness to try new approaches.

Qualification

• GCSE (or equivalent) in Maths and English.
• Vocational qualification in Customer Service (desirable).

Additional information to note

• hours: 36 hours per week
• We work on a Bi weekly payment schedule.

The role closes on 09/04/2026, apply ASAP.