Customer Service Advisor – Council Services (Full‑Time, 3‑month contract)

About the role

We are seeking a dedicated Customer Service Advisor to join our Customer & Transactional Services team in Ealing. You will be the first point of contact for residents accessing council services, helping them navigate online tools and providing a friendly, professional experience.

Key responsibilities

• Act as the first point of contact for customers visiting community hubs and council locations.
• Provide accurate information, advice, and guidance on a wide range of council services.
• Support residents in accessing and navigating online council services.
• Help customers develop their digital skills and confidence.
• Book appointments and signpost customers to specialist services when required.
• Direct residents to local community and voluntary organisations for additional support.
• Maintain accurate records of customer interactions and feedback.
• Collaborate with colleagues across multiple council departments and contribute to service improvement.

Required profile

• Excellent communication and interpersonal skills.
• Empathetic, patient and customer‑focused.
• Calm and professional when dealing with challenging or distressed customers.
• Confident using Microsoft Office and other IT systems.
• Experience in a customer‑facing environment.
• Ability to work independently and as part of a team.
• Understanding of confidentiality, data protection and information security.
• Digitally confident and able to support others in using online services.
• Strong problem‑solving skills and attention to detail.

Required skills

• Microsoft Office

What we offer

• Hourly rate £19.46 PAYE / £25.34 UMB per hour.
• 3‑month fixed‑term contract with the possibility of extension.
• Full‑time, Monday‑Friday, 35 hours.