Customer Service Advisor – AR

Job Title: Customer Services Information Guide (Contact Centre)

Role Purpose

To support residents of Swindon through an inbound contact centre service, helping them access the wide range of services provided by the Council. Deliver high-quality customer support while promoting a digital-first approach , encouraging customers to access information and services online where appropriate.

Key Responsibilities

• Handle inbound customer calls from residents in a professional, helpful, and efficient manner.
• Provide clear information and guidance on Council services and processes.
• Understand customer needs through effective questioning and listening skills.
• Signpost customers to the most appropriate support services, both within the Council and external organisations where relevant.
• Encourage and support customers to use online/self-service channels in line with the Council’s digital-...