Customer Service Agent

Description:

BBS Recruitment is an independent recruitment agency specialising in Transport & Logistics, Social Care, Public Sector, and Commercial recruitment.
We are currently recruiting for an experienced Customer Service Agent to join our client's busy Contact Centre in Islington.
The ideal candidate will have at least one year's experience working within a local authority environment, alongside a background in customer service or contact centre operations.
This is an excellent opportunity to work within a busy and supportive Contact Centre, delivering a high-quality service to residents across the borough. As a first point of contact, you will play a vital role in providing accurate information, resolving enquiries and ensuring residents receive a professional, efficient and compassionate service.
Key Responsibilities of the Customer Service Agent :
* Answer incoming telephone calls from residents, providing a professional, friendly, and efficient service.
* Respond to enquiries relating to council services, housing, repairs, and other local authority services.
* Provide practical advice, guidance, and solutions in line with council policies and procedures.
* Support vulnerable or distressed residents with empathy, patience, and professionalism.
* Accurately record customer enquiries and update information on the council's CRM and case management systems.
* Ensure all customer interactions are documented clearly and accurately.
* Escalate complex enquiries to the appropriate department where necessary.
* Work collaboratively with internal teams to resolve customer issues promptly.
* Meet individual and team performance targets while maintaining excellent customer service standards.
* Handle confidential information in accordance with GDPR and council policies.
* Maintain a positive and professional approach in a fast-paced contact centre environment.
Requirements for the Customer Service Agent:
* Previous experience working in a call centre, customer service, or contact centre environment.
* Excellent communication and active listening skills.
* Ability to remain calm and professional when dealing with challenging or vulnerable customers.
* Strong problem-solving and decision-making abilities.
* Good IT skills, including experience using CRM or case management systems.
* Excellent organisational skills and attention to detail.
* Ability to work effectively as part of a team and manage a busy workload.
What We Offer for the Call Centre Advisor:
* Monday to Friday shift patterns between 8:00am and 8:00pm, with occasional Saturday shifts (8:00am–12:00pm).
* Opportunity to gain valuable experience with one of London's leading local authorities.
* Training will be given
* Support from a dedicated recruitment consultant throughout your assignment.
* Hybrid Working
If you have previous call centre or customer service experience within local authorities and are passionate about delivering excellent customer service, we'd love to hear from you.
Apply today with your up-to-date CV, and one of our consultants will be in touch