Customer Service Advisor

Customer Service Advisor Location: Office-based (Newcastle City) Hours: 37 hours per week Location: Tyne and Wear Working Pattern: Monday - Friday, 8:30am - 4:30pm (initially up to 12 weeks) Pay Rate: £13.69 per hour (PAYE) About the Role We are looking for a passionate and customer-focused Customer Service Advisor to join our team. This role involves handling calls from residents across Newcastle City, delivering high-quality service, and resolving enquiries at the first point of contact wherever possible. While previous call centre experience is desirable, it is not essential we are looking for individuals with a strong commitment to excellent customer service. Key Responsibilities Deliver outstanding customer service via telephone and face-to-face interactions Build rapport with customers to understand their needs and provide appropriate solutions Handle and resolve challenging or sensitive situations calmly and effectively Accurately record customer interactions and update systems, including CRM Work towards achieving customer service, quality, and operational KPIs Manage calls from a life-critical Telecare Service (Ostara) and support dispatch processes Develop strong working relationships with internal and external stakeholders Contribute to a positive, performance-driven team culture Represent the organisation professionally across various channels, including reception Follow all business processes, policies, and regulatory requirements Support organisational, ..... full job details .....