Customer Operations Adviser

To deliver high-quality customer-focused services ensuring enquiries are resolved efficiently at the first point of contact wherever possible while supporting the councils commitment to excellent customer experience and service delivery.

• Provide effective and supportive customer service across all communication channels including assistance to vulnerable customers.
  
• Take ownership of customer enquiries and aim to resolve them at the first point of contact.
  
• Process a wide range of administrative tasks from straightforward decisions to more complex cases involving financial and legislative compliance.
  
• Support income collection by following processes to maximise revenue and ensure compliance with relevant regulations.
  
• Provide accurate advice and guidance to benefits customers to ensure timely claims processing.
  
• Maintain accurate records and update systems appropriately to support service delivery.
  
• Work collaboratively with internal teams partners and service providers to ensure effective outcomes for customers.
  
• Promote efficient access to council services and encourage use of appropriate service channels.
  
• Contribute to continuous service improvement by providing feedback on systems and processes.
  
• Participate in training and development activities and support wider team objectives.
  

• Education to GCSE level or equivalent.
  
• Experience in a customer service role preferably within a fast-paced or telephone-based environment.
  
• Strong communication problem-solving and customer engagement skills.
  
• Ability to manage workloads independently and meet deadlines.
  
• Good level of IT proficiency and accuracy in data handling.
  
• Financial awareness and administrative processing experience (desirable).
  
• Flexible and collaborative approach to team working and service delivery.
  

• Location: Civic Centre High Street Esher KT10 9SD
  
• Hours: 36 hours per week
  
• Pay: Bi-weekly payments
  
• DBS Requirement: Basic DBS check required