Senior Customer Services Adviser

Senior Customer Services Advisor
£29,696 - £32,957
37 hours – Fixed worker 

About the role

Runnymede Borough Council is seeking a passionate and results-oriented Senior Customer Service Advisor to join our dynamic team. Do you thrive in a fast-paced environment, delivering exceptional customer experiences? If so, we invite you to apply.

Key Responsibilities:

• Lead & Mentor: Oversee a team of Customer Service Advisors, providing guidance, support, and motivation.
• Champion Customer Excellence: Handle complex customer inquiries across various service areas, including Housing, Council Tax, Refuse & Recycling, Environmental Health, and Leisure.
• Drive Service Improvement: Proactively identify and implement process improvements to enhance customer satisfaction and operational efficiency.
• Resolve Customer Issues: Act as the first point of contact for customer complaints, effectively resolving issues and ensuring customer satisfaction.
• Foster Collaboration: Collaborate with senior staff, partners, and other colleagues to drive service transformation and achieve business goals.

About you

• Proven Customer Service Leadership: Experience leading and mentoring a team within a customer service environment.
• Local Government Expertise: Strong understanding of local authority services, ideally with experience in Housing, Council Tax, Refuse & Recycling, Environmental Health, or Leisure.
• Exceptional Communication & Interpersonal Skills: Excellent written and verbal communication, with the ability to build rapport and effectively resolve conflict.
• Strong Analytical & Problem-Solving Abilities: Ability to analyze data, identify trends, and develop effective solutions to customer challenges.
• Resilience & Adaptability: Thrives in a fast-paced and demanding environment, able to remain calm and professional under pressure.

About Runnymede

Runnymede is an ambitious, passionate, and progressive council with a forward- thinking attitude and award-winning departments. As a Borough Council, we are committed to our four core values and goals which we demonstrate through our ongoing policies and projects.  We are always keen to improve our services and welcome innovative and proactive individuals who are open minded and have a positive approach in supporting our vision. 

The post-holder will support the Customer Services Team Leader with the day-to-day operational management of the Customer Service Advisors. In addition, you would be responsible for dealing with the more complicated enquiries from customers and act as first point of contact for dealing with customer complaints. The successful applicant will work closely with the senior staff within the division, partners and other colleagues to drive business transformation to support service improvement, challenging existing service delivery models and championing new ideas.

Benefits

• Flexi-leave
• 28 Days annual leave, plus 8 days bank holidays and 1 extra day at Christmas
• Excellent Pension Scheme, including access to an Advanced Voluntary Contributions
• Free Parking
• Training and development opportunities
• Payment of one professional membership per annum
• Cycle to work + further related discounts
• Season ticket loan
• UK Healthcare plan after 1 years’ service
• Dental insurance plan after 3 years’ service

How to apply

For more information on the role and to apply please visit: Runnymede Borough Council Jobs | Surrey Jobs

We are passionate about building an inclusive and diverse workforce and we welcome applications from candidates with a variety of backgrounds, skills and abilities. If it is difficult for you to apply online, please contact Human Resources at humanresources@runnymede.gov.uk or on 01932 425516 who will be able to assist you.

For an informal chat about this role please contact Fran Butler, Customer Services & Parking Manager on 01932 425407 or email fran.butler@runnymede.gov.uk

Closing Date:            27.01.25

Interview Date(s):     10.02.25 & 11.02.25

If you do not hear from us within two weeks from the closing date you have not been successful on this occasion. Thank you for considering Runnymede Borough Council.

Runnymede Borough Council is committed to safeguarding and promoting the welfare of children and adults with care support needs and expects all staff and volunteers to share this commitment. You may be requested to present your identification at the interview stage and there will be several checks conducted during the onboarding process inclusive of an enhanced DBS check for specified roles.