Service Care Solutions Ltd
This job has been posted for more than 30 working days and has expired.

Senior Customer Service Advisor

Job Title: Senior Customer Service Advisor/Training Support Officer (Housing)
Type: Temp on going
Hours: 37.5, 9am - 5pm
Location: Cambridge CB2 1BY

Purpose of the Role
I am representing a client based in Cambridge, who are looking for someone to provide a high-quality advice, information and transactional service to customers covering a wide range of services provided by the Council through telephone, electronic and face-to-face channels.

You will be expected to assist the team leader in guiding, coaching, mentoring, and training team members.

Main Responsibilities

  • Participate in a rota to cover the general reception desk, front service desks and telephone workstations, providing cover across the service centre as daily demand requires.

  • Liaise with all other Council sections and departments to ensure handover of actions as necessary.

  • To ensure that as many enquiries as possible are resolved appropriately and satisfactorily at the first point of contact in line with Customer Service Standards.

  • Receive and assist visitors telephoning and visiting the Council to ensure customers receive a comprehensive and accurate service.

  • Use IT and telephony systems to manage and record enquiries and retrieve information to resolve customer enquiries.

  • Access administrative systems in Council Departments to answer questions and to limit repeat contacts from the customer by proactively checking for outstanding outbound communications from City Council departments.

  • Be aware of, and comply with, the Council's policies and procedures on health and safety at work by adopting safe working practices; reporting any accidents and/or unsafe or hazardous conditions to management; and to do everything reasonable to prevent personal injury to themselves, fellow workers, and members of the public.

  • Observe the Council's equal opportunities and racial equality policies in all aspects of employment and service provision.


  • GCSE Maths at grade A-C or equivalent

  • Experience in a call or contact centre

  • Experience in a local authority environment

  • Experience of providing coaching and mentoring.

  • In-depth specialist knowledge in Council Tax, Housing Benefit and Council Tax Reduction

  • Knowledge of IT applications such as internet, email, and Windows applications.

  • Excellent written and verbal communication and interpersonal skills

  • Financial skills (handling cash)

  • Sign Language - Level 1 BSL (or equivalent)

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Joel at Service Care Solutions on 01772 208 966 or send an E-Mail to