Customer Service Advisor (Grade 4)
Liverpool City Council
Role
Customer Service Advisor
Who You Are
You are a dedicated and empathetic professional who understands the importance of providing outstanding customer service. You are adaptable, have a strong customer-focused mindset, and can maintain a positive and professional attitude even in challenging situations. You thrive in a fast-paced environment and are committed to enhancing customer satisfaction through effective communication and support.
What the Job Involves
As a Customer Service Advisor within the Customer Experience Service at the City Council, you will respond to customer enquiries, providing quality information, advice, and guidance across a range of council services. You will resolve enquiries at the initial point of contact where possible or refer them for further support if needed. You will champion self-service and educate customers to use digital channels. Additionally, you will communicate with customers effectively, ensuring a positive customer experience and fostering loyalty. Supporting new staff development through buddying and sharing knowledge will also be part of your role.
Skills
- Ability to answer enquiries in an omnichannel environment
- Excellent verbal and written communication
- Strong customer service skills and empathy
- Problem-solving and analytical skills
- Proficiency with ICT systems and CRM tools
- Multitasking and time management
- Adaptability to change and fast-paced environments
- Teamwork and collaboration
- Knowledge of service and product features