Customer Service Advisor

Customer Service Advisor
1800008W Requisition #
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| Starting Salary £17391 per annum | Permanent Full Time, 37 hours per week I


The customer service advisor post provides the first point of contact for Customer Access Service. You will be speaking to customers, both professionals and members of the public, via the telephone or responding to their emails in order to resolve queries or provide advice on a variety of council services.


These include Social Care support for adults and children, Highways, Concessionary Travel, Registrar's and Certificate Services amongst many others.


Our opening hours are 08:00am – 18:00pm Monday to Friday meaning we can offer a range of shift patterns for both full and part time staff.


Key Accountabilities


The ability to analyse and solve problems, whilst responding positively to pressure and dealing with confidential matters sensitively.

Be able to own individual enquiries and use initiative to identify the service needs of customers.


Be fully effective in all aspects of customer service delivery, recognising the diversity of the citizens of Lancashire.


Be able to meet key performance indicators including quality and quantity targets.


Be highly proficient in the use of ICT systems.  Experience of telephone technology typically used in a large customer contact centre would be useful.


Undertake other technical and administrative duties.


Be able to work as part of a team and support team members in ensuring objectives and targets are met.


Be willing and able to actively develop skills to assist with induction, training, mentoring and professional development of colleagues as appropriate.


Skills and Experience


Previous relevant experience or an ability to demonstrate the qualities needed to carry out the role.

Ability to work as a team.
Ability to work without close supervision
A commitment to equality and diversity.

A commitment to your own health and safety and the health and safety of others.


Display the values and behaviours of Lancashire County Council at all times and actively promote them in others.


You may be required to work Bank Holidays and Concessionary Days


A comprehensive induction and training programme will be provided.  To benefit from this programme and other training opportunities, part-time staff may be required to work full days.


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