Call Handler / Customer Service Advisor - Job Specification

Role Purpose
To act as the first point of contact for customers and members of the public, providing a professional, efficient and customer-focused service. The role involves managing inbound and outbound calls, logging requests accurately, resolving queries, and ensuring issues are directed to the correct teams for action.

Key Responsibilities

• Handle a high volume of incoming phone calls, responding to customer enquiries, service requests, and complaints in a calm, professional manner.

• Log and update customer information accurately in digital platforms, CRM systems or case-management software.

• Assess and prioritise calls, ensuring urgent issues are escalated appropriately to internal operational teams.

• Provide clear and accurate information regarding services, processes, and next steps.

• Manage public-facing complaints by gathering detailed information, offering reassurance, and ensuring timely follow-up.

• Record all issues and complaints, record defects, and support service reporting (e.g., highways, public realm, utilities, or housing queries).

• Communicate with internal teams, contractors and supervisors to progress requests and ensure customers are kept updated.

• Maintain high standards of customer care, following organisational procedures and data protection guidelines.

• Produce daily call records, reports or updates as required by management.

• Contribute to continuous improvement by identifying patterns, recurring complaints, or service gaps.

Skills & Competencies

• Strong verbal communication and active listening skills.

• Ability to remain calm under pressure and handle difficult conversations professionally.

• Fast and accurate data entry skills with good attention to detail.

• Proficient in digital systems, CRM platforms, and online mapping tools.

• Problem-solving mindset with the ability to think quickly and offer practical solutions.

• Good organisational skills and ability to prioritise workloads.

• Positive, customer-focused attitude with a willingness to go the extra mile.

Desirable Experience

• Previous call centre, customer service or public-facing experience.

• Experience logging service requests (e.g., repairs, highways, utilities, public realm).

• Familiarity with complaints handling procedures and escalation routes.

• Knowledge of local authority or contractor service environments.

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.