Customer service Advisor

Job Description

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Customer Service

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• Act as the first point of contact for customers via telephone, email channels.
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• Deliver excellent customer service by responding to enquiries promptly, accurately, and professionally.
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• Resolve customer enquiries at the first point of contact wherever possible.
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• Escalate complex cases to the appropriate department when necessary.
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• Maintain customer confidentiality and comply with GDPR and Data Protection requirements.
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• Handle complaints and challenging situations with empathy, patience, and professionalism.
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• Provide information and guidance on Blue Badge eligibility, applications, renewals, replacements, and appeals.
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• Assist customers with completing application forms and submitting supporting documentation.
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• Process Blue Badge requests and update records accurately on relevant systems.
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• Liaise with internal teams and external agencies to support the application process.
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• Monitor application progress and provide updates to customers.
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• Respond to enquiries relating to household waste, recycling, and environmental services.
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• Process requests for replacement bins, additional bins, and recycling containers.
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• Log and investigate reports of missed collections and arrange appropriate follow-up action.
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• Provide advice on collection schedules, recycling policies, bulky waste collections, and waste disposal procedures.
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• Ensure service requests are recorded accurately and passed to operational teams where required.
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• Maintain accurate customer records and case notes using customer relationship management (CRM) systems.
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• Ensure all enquiries and requests are processed within agreed service standards and deadlines.
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• Prepare correspondence, emails, and documentation as required.
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• Contribute to service improvements by identifying recurring issues and proposing solutions.
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Person Specification

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• Previous experience in a customer service environment.
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• Experience handling customer enquiries via telephone and digital channels.
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• Experience using databases, CRM systems, or case management systems.
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• Ability to work within established procedures and service standards.
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Essential Skills and Knowledge

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• Excellent verbal and written communication skills.
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• Strong customer service and interpersonal skills.
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• Ability to manage a varied workload and prioritise tasks effectively.
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• Good problem-solving and decision-making abilities.
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• Strong attention to detail and accuracy.
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• Competent in Microsoft Office applications.
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• Ability to remain calm and professional when dealing with difficult customers.
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Desirable Skills and Experience

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• Experience working within local government or public sector services.
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• Knowledge of Blue Badge schemes and eligibility requirements.
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• Knowledge of waste and recycling services.
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• Experience dealing with vulnerable customers.
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• Familiarity with CRM and case management software.
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Key Competencies

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• Customer Focus
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• Effective Communication
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• Teamwork
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• Problem Solving
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• Accuracy and Attention to Detail
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• Resilience
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• Accountability
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• Adaptability
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Working Conditions

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• Office-based, Full time.
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• Weekly Pay.
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• 3 months +
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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.