Customer Service Advisor (Grade 4)

Who You Are

You are a dedicated Customer Service Advisor passionate about delivering quality information and guidance, ideally possessing an appropriate qualification or training at a Digital Assist officer level. You have a strong understanding of Liverpool as a city and its local services and embody the Vision and Values of the Liverpool City Council. You are empathetic, patient, and have a customer-focused mindset.

What the Job Involves

Your main task is to respond to customer enquiries with quality information, advice, and guidance related to a wide range of council services. You'll resolve enquiries at the initial contact point where possible or refer them for further support. You will champion digital and self-service channels, supporting customers who are unable or uncomfortable with online services. Your role involves providing prompt responses, building rapport, and ensuring a positive customer experience, while maintaining high data accuracy and staying updated on service best practices and trends.

Skills

• Excellent verbal and written communication
• Strong customer service and empathy
• Ability to resolve issues and provide solutions
• Proficiency in various ICT systems and applications
• Multitasking and time management
• Adaptability in fast-paced environments
• Strong teamwork abilities
• Knowledgeable about local services and council features