Customer Service Advocate

Customer Enabling Services Advocate

Location: City Hall / Various Council Sites
Salary: £13 PAYE P/H
Hours: Full Time, 37 hours per week

We are seeking a highly motivated and customer-focused individual to join our Customer Enabling Services team. You will handle telecare alarm calls, out-of-hours emergency council calls, and dispatch wardens across the city to support telecare customers. Shift patterns include mornings, afternoons, and evenings across Monday to Sunday.

As part of a busy service, you will deliver first-class support to residents and customers, demonstrating resilience, flexibility, and a commitment to teamwork and excellent service delivery.

• Receive and resolve detailed enquiries from customers and service users to ensure a responsive and high-quality service.
• Act as an advocate for customers, working collaboratively with internal and external partners.
• Handle customer enquiries via face-to-face, telephone, email, letter, web chat, and social media.
• Provide accurate information on council and partner services to resolve enquiries at first contact.
• Conduct surveys and interviews to gather customer insights for service improvements.
• Act as the 'front door' to the Council, resolving enquiries or directing customers to appropriate services.
• Support delivery of Customer Service and Digital Strategies, including assisted digital services.
• Contribute to Council campaigns, events, and programmes.
• Escalate complex enquiries and complaints to the Customer Enabling Services Manager.
• Build strong customer rapport and ensure decisions meet service standards.
• Influence positive outcomes for customers and stakeholders.

• Commitment to excellent customer service and strong communication skills.
• Ability to manage complex enquiries with professionalism.
• Flexibility to work varying shifts in a fast-paced environment.
• Commitment to Council policies including Equal Opportunities, Health and Safety, Data Protection, and GDPR.