Customer Service Advisor

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Are you passionate about delivering outstanding customer service? Do you thrive in a fast-paced, people-focused environment?

As a Customer Service Advisor, you will be the first point of contact for residents and partners engaging with the Council. You will be responsible for providing a comprehensive enquiry service across multiple channels, including telephone, face-to-face, email, webchat, social media, and online platform resolving 88% of queries without referral.

Playing a vital role in ensuring our community receives the highest standards of care and support you will be expected to resolve cases promptly, escalating only when necessary and following through to completion, along with:

Providing cover across Ashford and Tenterden offices as needed
Using IT systems to manage enquiries and maintaining accurate records
Supporting administrative follow-up and system input tasks
Participating in training to stay up-to-date on Council and partner services
Verifying customer documentation and processing payments
Supporting Tourist Information Services when based in Tenterden
Promoting customer feedback and act as a buddy for new team members

To be competent in this role it is essential that you have strong keyboard and IT skills, and proven experience in customer service and team environments. Along with having the ability to be able to make decisions independently. Experience in a call/contact centre, local government, or tourist information services is a plus. NVQ Level 3 in Customer Services, IT qualifications, and second language skills are desirable.

For an informall discussion about the role please contact Liesl York, Deputy Customer Service Operation Manager on 01233 330820

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When submitting an application form - Please ensure that you have received confirmation of a submitted application once completed. For any assistance in completing the application form, please email recruitment@ashford.gov.uk

Competitive remuneration package - We offer an excellent salary linked pension scheme, generous annual leave with flexi time, free life insurance, supportive relocation package and opportunities for training and development.

With devolution news and talks evolving across the country for local authorities, we understand that there may be some uncertainty for those currently serving within the sector. Although Kent and Medway have not been included in the Devolution Priority Programme, discussions continue in this area. Kent, Medway and all District and Borough Councils in the South East will continue to work closely with each other to deliver vital services to our communities. This is an exciting, but stable time to join our organisation.

Ashford Borough Council recognises the need to ensure the welfare of children, young people and vulnerable adults when they come into contact with the services we provide

We welcome applications form the Armed Forces Community