About the Role
The Customer Service Agent is responsible for delivering high-quality, customer-focused support across a range of Local and Central Government contracts. This includes handling enquiries related to housing, repairs, ASB, transport, and other services. The role requires compassion, empathy, and a commitment to resolving issues effectively, particularly when supporting vulnerable customers.
Respond to customer enquiries via telephone and email, ensuring accurate information capture and resolution.Take ownership of issues and follow through to appropriate outcomes.Work within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), prioritising quality interactions over rigid call times.Problem-solve and escalate issues where necessary, adhering to business policies and procedures.Maintain accurate records and update systems in line with GDPR and internal standards.Ensure the cu...