Customer Service Advisor - Highways

The Highways Customer Service Hub Officer plays a key role in delivering a customer-focused service across the Highway and Transport Service. The post holder will act as the primary point of contact for customers, managing enquiries, complaints, and service requests through various communication channels including telephone, email, correspondence, and social media.

The role is responsible for ensuring a positive customer experience by taking ownership of customer enquiries, coordinating responses with internal teams and contractors, and keeping customers informed throughout the resolution process. The post holder will support the delivery of customer excellence by providing timely, accurate, and professional responses while contributing to continuous improvement within the Highways Service.

Key Responsibilities

• Deliver high-quality customer service by handling enquiries, complaints, and service requests through telephone, email, written correspondence, and social media.
  


• Take ownership of customer enquiries from initial contact through to resolution, ensuring regular communication and updates are provided.
  


• Proactively engage with residents, community groups, and Councillors regarding planned highways activities and service updates.
  


• Liaise with Highways Officers, contractors, Customer Service Centre colleagues, and other stakeholders to coordinate responses and service delivery.
  


• Provide accurate and timely information to customers and internal teams to ensure efficient issue resolution.
  


• Monitor and manage customer cases within agreed performance targets and service standards.
  


• Support the coordination and administration of Freedom of Information (FOI) requests, ensuring compliance with statutory deadlines and quality standards.
  


• Identify recurring issues and provide feedback to support service improvements and reduce unnecessary customer contacts.
  


• Use social media channels professionally to engage with customers and provide service information.
  


• Maintain accurate records on relevant systems and databases.
  


• Contribute to the delivery of the Highway Service Business Plan and customer service objectives.
  


• Participate in team meetings, training, and development activities.
  


• Work flexibly to support service delivery between 8:00am and 5:00pm.
  


• Travel to other WSCC locations across the county when required.
  

Essential Experience

• Previous experience in a customer service, contact centre, customer support, or public-facing role.
  


• Experience handling customer enquiries and complaints through multiple communication channels.
  


• Experience working in a fast-paced environment with the ability to manage competing priorities.
  


• Experience building positive working relationships with internal and external stakeholders.
  


• Experience using IT systems, databases, and Microsoft Office applications.
  


• Experience maintaining accurate records and managing customer information.
  

Desirable Experience

• Experience within local government, highways, transport, or public sector services.
  


• Experience coordinating Freedom of Information (FOI) requests.
  


• Experience using customer relationship management (CRM) systems.
  


• Experience managing social media customer interactions.
  

Qualifications

Essential

• GCSEs (or equivalent) including English and Mathematics at Grade C/4 or above.
  


• Evidence of continuous professional development relevant to customer service or administration.
  

Desirable

• Customer Service Qualification (Level 2 or above).
  


• Business Administration Qualification or equivalent.
  


• Institute of Customer Service qualification or similar professional accreditation.
  

Skills and Competencies

• Excellent verbal and written communication skills.
  


• Strong customer service and relationship-building abilities.
  


• Ability to manage difficult conversations professionally and sensitively.
  


• Strong organisational and time-management skills.
  


• Ability to work independently and as part of a team.
  


• Good problem-solving and decision-making skills.
  


• High level of attention to detail and accuracy.
  


• Competent IT skills, including Microsoft Office and customer management systems.
  


• Commitment to delivering customer excellence and continuous improvement.