Customer Service Advisor

Belmont Recruitment are currently seeking a Customer Service Advisor to work with Sunderland City Council’s Customer Enabling Services Team on a temporary basis. This is a full-time role working 37 hours per week.

This incoming candidate work within a fast-paced, customer-focused environment, supporting members of the public and ensuring a high standard of service delivery across various service areas.

Responsibilities:

• Respond to customer enquiries via telephone, email, letter, web chat and social media, signposting candidates to relevant service areas as required
• Act as an advocate for customers, ensuring their needs are met and service standards are upheld
• Provide accurate information and advice on council and partner services at the first point of contact
• Conduct surveys, phone calls, and interviews to gather insights and support service improvement initiatives
• Escalate complex enquiries or complaints where necessary
• Build rapport and actively listen to customers to assess needs and enhance the overall experience

Requirements:

• Outstanding communication skills (written and verbal)
• A customer-first approach with the ability to resolve queries efficiently
• Prior experience working in a customer service environment, ideally within a Local Authority/Public Sector setting
• Ability to manage sensitive situations with empathy and professionalism
• Strong IT Skills, including use of Microsoft Office programs (i.e. Outlook, Excel, etc.)

If your skills match the above criteria, please apply with your up-to-date CV.