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
• Adaptability

Working 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.

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