Customer Service Advisor (Grade 4)
Liverpool City Council
Role
Who You Are
You are dedicated to providing top-notch customer service and enjoy interacting with a wide variety of individuals. Patient and empathetic, you excel in active listening and effectively communicating information. You adapt quickly to different customer needs and remain professional even in challenging situations. Enthusiastic about helping others, you are committed to using digital tools to enhance customer interactions. You are also willing to support the development of colleagues through training and shadowing.
What the job involves
You will respond to customer enquiries by providing quality information, advice, and guidance on a range of council services. Your role will involve resolving enquiries at the first point of contact whenever possible, or referring customers for additional support. You will assist customers in accessing digital services—either on their behalf or by helping them navigate online platforms. Building rapport and ensuring smooth interactions will be key, along with staying informed about service knowledge and best practices in customer service.
Skills
- Active listening and effective communication
- Empathy and understanding
- Problem-solving and adaptability
- Digital literacy and ability to support digital service use
- Customer service excellence and building loyalty
- Professionalism and positive attitude
- Flexibility and adaptability
- Commitment to data quality and accuracy