Customer Service Advisor

Customer Service Advisor
Location: Office-based (Newcastle City)
Hours: 37 hours per week
Location: Tyne and Wear
Working Pattern: Monday - Friday, 8:30am - 4:30pm (initially up to 12 weeks)
Pay Rate: £13.69 per hour (PAYE)

About the Role
We are looking for a passionate and customer-focused Customer Service Advisor to join our team. This role involves handling calls from residents across Newcastle City, delivering high-quality service, and resolving enquiries at the first point of contact wherever possible.
While previous call centre experience is desirable, it is not essential we are looking for individuals with a strong commitment to excellent customer service.
Key Responsibilities

• Deliver outstanding customer service via telephone and face-to-face interactions
• Build rapport with customers to understand their needs and provide appropriate solutions
• Handle and resolve challenging or sensitive situations calmly and effectively
• Accurately record customer interactions and update systems, including CRM
• Work towards achieving customer service, quality, and operational KPIs
• Manage calls from a life-critical Telecare Service (Ostara) and support dispatch processes
• Develop strong working relationships with internal and external stakeholders
• Contribute to a positive, performance-driven team culture
• Represent the organisation professionally across various channels, including reception
• Follow all business processes, policies, and regulatory requirements
• Support organisational, departmental, and team objectives
• Remain flexible, including supporting a 24/7, 365-day service where required
• Undertake additional duties as needed to support service delivery

Skills & Experience

• Passion for delivering excellent customer service
• Strong communication and interpersonal skills
• Ability to remain calm and make decisions in a fast-paced environment
• Problem-solving skills with a customer-first approach
• Ability to work towards targets and performance indicators
• Good IT skills and attention to detail when recording information
• Previous call centre experience is desirable but not essential

What We're Looking For
We're seeking motivated individuals who:

• Are committed to personal and professional development
• Thrive in a team environment
• Align with organisational values and standards
• Take pride in delivering a high-quality customer experience