Customer Services Adviser

Job Title: Customer Services Adviser
Contract Type: Temporary
Location: Southampton
Salary: £8.73 - £8.75 per hour
Start Date: 2019-01-23
Reference: SS00S1
Contact Name: Steve Slade
Contact Email:
Job Published: January 23, 2019 11:25

Job Description

Customer Service Adviser

Blue Arrow is Currently Recruiting an exciting role in customer services for one of our key clients, they have a 15 year strategic partnership with our local authority, Southampton City Council and deliver a range of outsourced services on behalf of the council including;
  • Property Consultancy
  • IT
  • Print & Post-room
  • HR & Payroll
  • Revenues & Benefits
  • Customer Services
  • Learning & Development
  • Occupational Health
  • Procurement
  • Health & Safety

They provide Customer Services to a number of other local and central government authority's from the Southampton Office.  

We are looking for focused individuals to join our team based in Southampton.  The successful candidate will join a thriving business unit and will be required to have the determination and focus to drive to make a real difference to the running of the team. 

Key Responsibilities:

To answer enquiries by letter, e-mail, telephone or in person regarding Council services in a timely and efficient manner in compliance with company policy and procedure, whilst maintaining the highest levels of customer service.    

  • To deal confidently, promptly and courteously with the public, Councillors and colleagues. To provide excellent customer service such that the service presents a good image of the Council and inspires confidence in the provision of services.
  • To listen attentively to customer requirements asking pertinent questions to establish facts in order to gain a full understanding of the customer need
  • To provide clear and concise responses to all enquiries and to ensure all information given is correct and accurate in response to the customer enquiry.
  • To ensure that records, computer systems and information are maintained in an effective and correct manner.
  • To refer unresolved actions to the Team Leader or relevant body for completion.  
  • To log, resolve, analyse and respond to complaints.
  • To promote prevention of fraud by completing internal checks and controls and to refer any highlighted issues to the investigation team.
  • Liaise and consult with other technical, clerical or administrative staff within the authority and any other organisations or agencies as necessary, in the interest of providing co-ordinated services and formulating effective policies and procedures
  • Provide support to other team members.
  • To assist with training, mentoring, and testing the knowledge of new members of staff.
  • To assist with the ongoing training of staff.
  • To record statistical information as required.
  • To contribute to a safe working environment for colleagues and staff, and to act in accordance with corporate policies and procedures.
  • To actively promote the services provided by the Council and any new initiatives.
  • To adhere to the Data Protection Act


  • To escalate unresolved issues to the Team Leader in the first instance.
  • To promote a positive image
  • To remain focused on the business requirements
  • To assist the team in achieving the Service Level requirements
  • To take part in team briefings and training programmes
  • To assist with customer surveys
  • To provide cover for other teams as required


  • Excellent listening skills
  • Ability to communicate effectively
  • Clear speaking voice
  • The ability to work under pressure
  • Good keyboard skills
  • The ability to work under own initiative within a team based environment


  • Self motivated
  • Good interpersonal skills
  • Ability to diffuse potentially confrontational situations and to remain calm and reasonable when dealing with difficult calls


  • Previous telephone experience within a Contact Centre or Customer Service environment is desirable.
  • Have good communication skills and the ability to work in a busy environment as a member of a team. 
  • Willing to develop new skills beyond the core functions and have the ability to meet deadlines.
  • The employee must pass a Criminal Records Bureau check.

If you think you have what it takes to become a Customer Service Adviser please click the apply button and one of our team will be in touch soon.