Customer Advice Officer

Customer Advice Officer

We are recruiting for a Customer Advice Officer to join a busy Customer Services team within a local authority.

This is a fantastic opportunity for someone with strong customer service and communication skills who enjoys helping people, solving problems and providing advice across a wide range of services.

The Role

As a Customer Advice Officer, you will provide a high-quality front-line service to members of the public, dealing with enquiries through a variety of channels including face-to-face, telephone, webchat, online services and outreach locations.

You will provide advice and support across a range of local authority services, including areas such as:

Council Tax and Housing Benefits Housing and Homelessness Debt Recovery Planning and Environmental Services Adult and Children's ServicesKey Responsibilities

Providing accurate advice and guidance to customers Gathering information and identifying the best solution to customer enquiries Processing applications, service requests and documentation accurately Updating systems and maintaining accurate customer records Validating and verifying documentation Handling sensitive and confidential information Taking payments where required Recording and managing customer complaints Working in line with relevant legislation, policies and procedures Signposting customers to appropriate services and external agencies Working closely with other departments and partner organisationsWhat We're Looking For

We are looking for someone with:

At least 12 months' experience in a busy customer service environment Experience providing advice and guidance, including dealing with complex enquiries Excellent communication and interpersonal skills Strong problem-solving and decision-making abilities Good IT skills and confidence using multiple systems Experience handling sensitive and confidential information The ability to manage a busy workload and work accurately under pressure A professional, empathetic and customer-focused approach The ability to work independently and use your own initiative