The main purpose of the role: Customer Operations Adviser
*To consistently maintain high quality customer service and wherever possible, resolution at first point of contact to residents, customers or partners contacting the council through all communication channels
*To process administrative work, ranging from decision making for straightforward processes, to complex processes impacting financial and legislative compliance.
*Ensure collection rate targets are achieved by following processes to maximise income to the council and compliance with all relevant legislation and regulations.
*Ensure advice and guidance for benefits customers enables an accurate and timely resolution for claims processing times.
Specific duties and responsibilities Customer Operations Adviser
*Provide high quality services when dealing with customer contact in accordance with the council’s customer service standards
*Take ownership and responsibility for accurately resolving enquiries at the first point of contact wherever possible
*Ensure a positive image to customers and other individuals and organisations and promote the service by whatever means are appropriate and available
*Communicate with service providers /partners/internal customers in a positive and constructive manner when arranging for appropriate actions
*Undertake processing work across a wide range of business activities
*Maintain accurate records and information for the provision of services for customers, using the most appropriate system
*Actively encourage customers to use the most efficient method to gain access to and information about council services
Experience Customer Operations Adviser


Telephone-based customer service experience


Experience of providing a high standard of customer service in a fast-paced environment


Sound financial knowledge and experience


Administration processing experience




Knowledge, skills and abilities Customer Operations Adviser


Strong customer contact skills


Effective communication skills


Effective problem solving


Ability to work on own initiative