Customer Service Advisor

Tudor Employment Agency are currently seeking a proactive and customer‑focused Customer Service Advisor to work for our client based in Sheffield, S4.

The ideal candidate will be responsible for handling customer enquiries across multiple channels, ensuring timely and accurate responses in a fast‑paced environment. This role is essential to maintaining excellent service standards for members of the public on behalf of Sheffield City Council and offers opportunities for development within a dynamic customer service setting.

Rate of pay: £12.21 per hour
Hours of work:
Monday to Friday – Working Hours between 8.00am and 6.00pm on a weekly rota basis

Key Responsibilities for the Customer Service Advisor:

* Communicating directly with customers via telephone, email, electronic systems, social media and face‑to‑face when required

* Processing incoming calls, emails and service-related enquiries from members of the public across Sheffield regarding services delivered by Veolia on behalf of Sheffield City Council

* Carrying out both reactive and proactive customer service tasks to ensure contractual service levels and call targets are consistently achieved

* Dealing with incoming calls in a professional, timely and friendly manner for both internal and external customers

* Responding promptly and effectively to customer enquiries

* Handling and resolving complaints at the first point of contact wherever possible, ensuring customer satisfaction and business requirements are met

* Obtaining and evaluating relevant information to resolve service issues efficiently

* Processing service requests, enquiries and complaints, ensuring all information is recorded accurately and passed to relevant teams

* Liaising with internal stakeholders such as Operations and Systems Support to ensure work is completed and database amendments are made correctly

* Carrying out call‑backs to customers to provide updates on progress

* Communicating expected timescales for resolution clearly and professionally

* Maintaining full awareness of all processes and ensuring high standards of service quality at all times

* Supporting the management of a customer base of approximately 240,000 properties across Sheffield

Key Skills for the Customer Service Advisor:

* Proven ability to deliver exceptional customer service across multiple communication channels

* Strong listening skills and the ability to identify customer needs effectively

* Ability to work collaboratively within a team and remain calm under pressure

* Excellent organisational and planning skills, with the ability to prioritise tasks

* Strong interpersonal skills with high attention to detail

* Proactive, adaptable and able to go the extra mile for customers

* Flexible and open to a broad range of tasks within a changing environment

* Confident telephone manner with strong verbal communication

* Competent IT skills, including the ability to learn new systems quickly

* Ability to take initiative with a genuine interest in delivering a first-class customer experience