Job Profile for Customer Service Advisor

Job Details

Job title: Customer Services Advisor - 2 Year Appointment

Salary/Grade: £25,795 to £28,861 per annum

Service: Customer Services

Reports to: Customer Services Manager

Job purpose

To provide a front-line, customer-focussed service to members of the public and staff across a range of council services and customer access channels including but not limited to telephone, in person, emails and through our online forms.

Principal Accountabilities

1. Assist customers in accessing services provided by Braintree District Council, ranging from wide number of subjects such as Refuse & Recycling, Environmental, Pest Control, Bulky Waste Furniture Collections and taking payments.
2. Ensure professionalism and high levels of customer service are consistently delivered.
3. Own the customers problem or issue, seeking an effective and efficient resolution.
4. Encourage customers to use all the facilities provided by the Council and assist them in accessing information and services in the most appropriate way.
5. Handle, process and record customers details accurately on relevant IT system for each subject, verify and take copies of original documents, ensuring compliance with Data Protection and Corporate Information Government policies.
6. Appropriately signpost customers for non-Braintree District Council related queries, i.e. to a third party of alternative organisation.
7. Undertake customer satisfaction surveys as required and assist in identifying potential improvements in working practices and procedures.
8. Maintain a working knowledge of relevant systems, procedures and legislation in relation to the services provided.
9. Contribute to team meetings and the continuous improvement of the service we deliver.
10. Work from a team rota which outlines whether you will be working in our reception area or Contact Centre both based at Causeway house or at home.

Corporate Accountabilities

• To take responsibility for maintaining own health and attendance. 
• To support, contribute and comply with quality and governance procedures as directed by management.
• To apply and actively promote the principles of the Council’s Equal Opportunities Policy in all areas of employment and service delivery.
• Any other associated duties detailed by the Customer Services Manager or their representative.
• To advise Line manager if, at any time, the above duties and responsibilities cannot be performed.
• Any other duties as required to support the business, including maintaining business continuity and during civil emergencies.
• To apply and actively promote the principles of the Council’s Safeguarding Procedure in all areas of employment and service delivery.

Skills, Knowledge and Experience

(Tested at application and interview stage)

Requirements of the role

• Experience of working in a busy office environment.
• Good organisational skills.
• Ability to communicate both verbally and written.
• Ability to work as a team player.
• Flexible approach to work.
• Self-motivated.
• Good interpersonal skills.
• Good keyboard skills.

Experience and Qualifications

• Good standard of education: 5 GCSE grade A-C or equivalent, which include English & Maths.
• Experience of working in a customer service role or a similar area of work.

Skills and Knowledge 

• Good knowledge and experience of using databases to record and monitor information.  Able to accurately complete various forms.
• Clear understanding of issues relating to equalities and diversity.
• Good IT skills - Word, Excel and Outlook.
• Excellent negotiating and interpersonal skills and ability to embrace change for continuing service improvement.
• Have a solution-focused approach.
• Ability to prioritise and maintain good organisational skills while working under pressure.
• Excellent customer services skills and ability to work as part of a team.
• Ability to work on own initiative and organise own workload, while also supporting team objectives.
• Open to new ideas and responsive to challenges.
• A non-judgmental attitude, with empathy for people who find themselves in a difficult situation.
• Committed to developing own skills and to supporting the team to continuously improve.
• Possess an awareness of safeguarding issues

Competencies

We test this at interview stage

Communicating Effectively 

Demonstrate the effective use of the range of communication methods available: written, spoken, electronic, and use these methods in appropriate ways suitable to the context and situation

• Present spoken communication in a polite, friendly and respectful manner seeking to ensure mutual understanding
• Listen well and seek clarification and understanding, avoiding jumping to conclusions or making assumptions
• Present information and ideas in a clear and understandable way which avoids jargon
• Seek to understand the communication needs of colleagues and customers, being mindful of equality issues and the diverse needs of the range of people we work with
• Choose the most appropriate method of communication for the situation, seeking to avoid using one fixed style or approach

Performing efficiently and effectively 

Promote good performance, developing clear, structured and efficient ways of managing workload and delivering results.  Staff should challenge themselves and others to perform well, and to adhere to the Council’s performance management systems:

• Ensure that all work carried out by you is in line with business and service plans and supports the overall aims and ambition of the Council
• Plan your workload effectively, reporting achievements and problems to appropriate managers
• See tasks and objectives through to completion
• Approach challenges with drive and enthusiasm
• Strive for continuous improvement in your work and manage your learning and development to enable you to perform to the best of your ability

   

Using and managing resources efficiently and effectively 

Demonstrate the effective and efficient use of the full range of resources used in and by the Council including time, finances, staffing, equipment, information, materials, buildings, etc:

• Take responsibility for managing your time, seeking efficient ways to carry out your work, maximising your output and minimising wastage
• Use and acquire materials effectively and efficiently minimising wastage, recycling where possible, and striving for cost effectiveness
• Seek out ways to improve the use of resources

Engaging with the customer

Understand the needs and requirements of their customers, to provide excellent customer service, and to involve customers in the improvement of services

• Provide a helpful and friendly service to customers both internally and externally
• Take responsibility for following up on enquiries and solving customer issues
• Make efforts to fully understand the customer’s needs and avoid assuming that “we know best”
• Ensure that you have a full understanding of the needs and requirements of the customer
• Seek feedback from internal and external customers on the effectiveness and efficiency of the service you provide

Working well together

Actively foster good working relationships with colleagues and customers in order to collectively achieve the Council’s direction and ambition

• Co-operate and work well with colleagues at all levels of the organisation seeking collective responsibility for the achievement of goals
• Demonstrate consideration, and respect for other’s feelings and opinions and avoid judging and making assumptions
• Maintain positive working relationships with external contacts in order to maintain the reputation of the Council
• Seek to actively solve problems and avoid passing the issue on to others or leaving the problem unresolved
• Demonstrate self-awareness of your style of working and develop flexibility and adaptability in order to work well with others

Other conditions

• This post doesn't require a DBS check 
• This post isn't politically restricted
• This post is not entitled to a lease car
• This post is not entitled to a casual car allowance

Job profile updated:  May 2025

Values and behaviours

Our values and behaviours are an integral part of who we are; they are the guiding principles that should inform how we work together, support each other and make decisions.

Our organisation thrives on the dedication and passion of its people and it’s important that we embody these values and behaviours and they become a part of our organisational DNA.

Our vision

We will be ambitious, support each other and work together in new ways to achieve outstanding results

Our core values