Customer Enabling Services Advocate

If you're a hard-working, reliable person and you enjoy working in fast-paced environments, then we want to hear from you.

Customer Enabling Services Advocate
Salary: between £13.26
Location: Sunderland, SR1
Hours: Monday - Friday- 9am - 5pm
Till March 2026 (possibility of extension)

Main purpose -

To support the Customer Enabling Service in the delivery of a range of complex customer service functions and digital interface responsibilities.

Key responsibilities

Receive and resolve detailed enquiries from customers and service users to ensure an effective and responsive service.

Act as an advocate and work closely with internal and external partners to exceed customer expectations and achieve service standards.

Key tasks -

Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.

Communicate, verbally and in writing, specific knowledge of council and partner services to resolve enquiries at the first point of contact.

Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.

Act as the 'front door' for the Council and partners, including the City Hall meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.

Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT.

Provide support and assistance to local Council campaigns, events and programmes.

Escalate and refer any challenging or complex enquiries and/or complaints to the Customer Enabling Services Manager.

Apply today!

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.