Customer Services Advisor - Level 1
Service Area
Customer Services
Manager/Team Leader
Customer Services Team Leader
Direct reports
N/A
Total Managed
N/A
Purpose of the Role
To provide advice, information, direction and resolution to our customers on a wide
range of Council services, demonstrating customer service excellence at all times. To
provide this service via all access channels including telephone, face-to-face, email, fax,
text phone and letter at various locations throughout the district.
Key Result Areas
1. Lead by example in providing customer service excellence to every customer
every time they contact us.
2. Become multi skilled across as many non complex services as required.
3. Utilise all available tools, including the web, as information sources.
4. Advising customers on what course of action they should take based on either
interpretation of customer information and/or following set procedures.
5. Signposting customers to other appropriate persons / departments /
organisations.
6. Seeking advice from colleagues / partner agencies to ensure that an answer can
be provided at first point of contact the majority of the time.
7. Completion of transactions e.g. request for bus pass, receiving and receipting
payments for service transactions.
8. Recording details of queries and scanning documentation onto computer
databases.
9. Ensuring at all times that customer requirements, performance and quality
standards are met or exceeded.
10. Ensuring all confidentiality and data protection requirements are adhered to and
maintained.
11. Responding to and dealing with complaints via all access channels.
12. “Own” the relationship between the customer and back office, where the answer
to enquiries is being researched, ensuring a timely response in line with the
customer care standards.
13. Develop and maintain positive and effective relationships with a variety of teams.
14. Contribute effectively to continuous service development of the service provided
by NNDC by highlighting where improvements can be made.
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15. Collation, input and monitoring of performance statistics.
16. Providing support to new members of staff in form of work shadow and
mentoring.
17. General administration including input into rota and leave requests.
18. To take responsibility for your own Health and Safety at work and that of other
persons who may be affected by your actions.
19. Any other work required and as directed within the confines of the existing
grading and post.
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Customer Services Advisor – Level 1
Essential
Experience/
Knowledge
Qualifications
Skills
Demonstrate experience of
working in a customer service
related role
Experience of applying product
knowledge to answer and
process customer requests
accurately and according to
priority
Demonstrate experience of
referring to regulatory and
statutory procedures
Demonstrate knowledge and
experience of processing and
retrieving data
Demonstrate awareness of data
protection, confidentiality
regulations and equality and
diversity
Good standard of general
education1
NVQ in Customer Service or
equivalent
Ability to communicate and
deliver information, both written
and verbal, in a customer
friendly and confident manner
with different customer types
Experience of entering data onto
computer systems at the same
time as interacting with the
customer
Demonstrate ability to prioritise
duties to ensure customer
service excellence
Good level of numeracy
Desirable
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How
Identified
Application
Form*/
Interview
Application
Form*/
Interview
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Interview
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Interview
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Form*/
Interview
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Application
Form
Application
Form
Interview/
Test
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Application
Form*/
Interview
Application
Form*/
Interview
Application
Form*/Test
1
Whilst this does not require any specific academic attainments, literacy and numeracy will be tested
upon interview
*In order to assess this from the application form we require you to provide an example
Essential
Skills (cont’d)
Demonstrate word processing
and keyboard skills
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Demonstrate ability to use the
internet to search for information
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Demonstrate the ability to
analyse and interpret customer
information in order to give
correct advice
Aptitude and
Disposition
Personal
Circumstances
Demonstrate the commitment to
lead by example in providing
customer service excellence at
all times
Demonstrate a positive and
helpful attitude towards
colleagues and contribute to
effective team working
Demonstrate creativity and
initiative in the role
Demonstrate ability to deal with
different customer types in a
professional and confident
manner
Demonstrate your capacity to
support team colleagues
through new skills learning and
adjusting workloads
Flexible “can do” approach to
adapt to change
Has personal access to
transport / vehicle
Full, clean driving licence
Desirable
How
Identified
Application
Form*/
Interview
Application
Form*/
Interview
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Interview
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Interview
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Interview
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Interview
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Interview
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Interview
Interview
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Application
Form
Application
Form
*In order to assess this from the application form we require you to provide an example