Customer Service Representative

Are you passionate about Customer Service and are you looking to develop your customer service skills within a Local Authority in order to support our organisation’s priorities?

We are seeking a Customer Service Advisor to join our onsite team at Havant Borough Council. This position is perfect for individuals with a background in customer service. This is a highly diverse role where no two days are the same. By working closely with the public, you will play a pivotal role in delivering outstanding service and enhancing the community's interaction with their local authority.

As a Customer Service Representative, you will engage directly with the public, addressing a wide range of queries about council services. Your goal will be to provide accurate information promptly, ensuring an exceptional customer experience every time.

Havant Borough Council serves over 125,000 residents, providing a range of critical services to residents and businesses. An award-winning authority, it is committed to address Wellbeing (the health of our communities), Pride in Place (creating a great place to live, work and enjoy) and Growth (building our future).

Nestled between the Solent coastline and the South Downs, working at the council provides an excellent work/life balance. The Public Service Plaza is conveniently situated within a few minutes’ walk of a mainline train station, the bustling town centre, and bus station.

Be a part of something where you can not only make a great difference but enjoy a wider range of benefits including an excellent pension scheme, discounted gym membership and volunteer leave.

• A competitive salary
• Generous Leave Allowance
• Free Parking
• Support for your continuous professional development
• Local Government Pension Scheme
• A comprehensive benefits package, find out more on our website

This role makes a positive difference by providing customers with a first class, understanding service by assisting with and answering any queries via the Council’s various access channels while also supporting various administrative functions.

The role of the Customer Service Representative will act as the first point of contact for enquiries, handle requests, and perform administration tasks to support officers and teams throughout the Council thereby assisting in the delivery of services to residents of the Borough

• Provide efficient and effective customer service to all customers who are contacting Customer Services by telephone, personal visit to reception and customer access point, online, e-mail or in writing
• Provide clear, accurate and concise responses to all customers ensuring compliance to Council policy and procedure
• Ensure that records and information on Council’s computer systems covering the full range of Council services, including case management systems are accurately recorded and updated where necessary
• Managing and recording customer complaints in a professional and timely manner in line with the Councils complaints procedure, escalating issues when necessary
• To promote self-service and channel shift in line with Council’s strategy, supporting customers with the use of self-serve terminals and web access points located within reception areas
• Monitoring shared mailboxes and actioning/responding to internal and external emails as appropriate
• Support with administrative tasks that involve working with spreadsheets and documents for activities such as gathering and compiling data, maintaining records and producing and formatting documents
• Working with various teams to make updates and changes to the Councils website, intranet, policies and core records to ensure the information we hold and publish is up-to-date, accurate and good quality
• Cooperation with the implementation of new services/processes into the team and help ensure that all arrangements, systems and resources are in place to enable services to be delivered in a customer focussed and business-like way

You’ll have experience of working in a busy customer services environment, responding appropriately to customer requests and identifying solutions to issues, making effective…