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Customer Services Advisers

London Borough of Richmond upon Thames and London Borough of Wandsworth
£24,225 to £35,085
Closing date
17 Jun 2022

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Corporate Services, Administration, Communications, Customer Services, IT
Job role
Officer, Operative
Contract Type
Full time
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Join us and you will be part of a team that is forward-thinking, dynamic and ambitious in providing great Customer Service.

You will have experience of working in a customer service environment, excellent communication skills and an ability to demonstrate a flexible and co-operative approach towards changing business needs.

As a key member of the busy Customer Service team, you will have the ability to deal with a wide and diverse range of enquiries to a high standard of customer service covering all areas of the Council’s business. 

Job Introduction

The Customer Services team, including the corporate contact centres, are the primary contact for resolving inbound enquiries for a wide range of services ranging from council tax & housing benefits to environmental services such as household waste to parking permits. Whether it’s a query about social care or bin collection, you will need to provide positive assistance in a clear, articulate, empathetic manner.

This is an office based role and homeworking will only be considered after a successful six month probation.

Main Responsibilities

The role of Customer Service Advisor includes:

  • Delivering an excellent customer experience by providing advice and, wherever possible, resolution at the first point of contact. This includes all customer access channels including telephone, face to face, letter, email, web and SMS. 
  • Maintains an up to date knowledge of all services and systems used in the Customer Service receptions to assist customers and resolve their enquiries.
  • To professionally deal with any frustrated, angry and abusive customers, providing a resolution to their enquiry and avoiding potential complaints.
  • To maintain accurate records and information relating to the provision of customer services
  • To actively encourage customers to use the most efficient method to gain access to and information about council services.
  • To ensure that the services for both Councils are dealt with on an equitable basis to deliver the standards required for each, as agreed annually by the Executives 

Working hours:

Full time

  • Monday-Friday 8:50-5:00 36 hours per week


  • Part-time applicants welcomed (minimum 20 hours per week).
  • Part-time hours are negotiable but must meet the business needs.
  • The working day can be a full day or part day (minimum of 4 hours per day).
  • Monday working for part-time staff is always required. 


  • Salary may be negotiable within the pay scale if the successful applicant has extensive local authority experience or service-specific knowledge or experience. 
  • Experience with handling Council tax, Parking and Housing Benefit enquiries would be beneficial if possible.

Job Profile

To apply please click the Apply Now link below.

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