Job Description

About the Role

We are seeking enthusiastic, customer-focused

Customer Agents

to join the

Contact Centre Team

. As the first point of contact for residents, you will handle a wide range of enquiries by telephone and online, including service requests, applications, bookings, and general advice.

This is a varied and rewarding role where no two days are the same. You will help residents access services efficiently and effectively, ensuring every interaction delivers excellent customer care. Full training will be provided, and a flexible working model applies, with a combination of home and office-based work as required.

Working Hours

Monday to Friday:

8:30am - 6:00pm

37 hours per week

(full-time contract)

Key Responsibilities

Act as the first point of contact for customers by telephone, email, or other digital channels. Provide clear, accurate, and timely advice and information across a wide range of services. Assist customers with completing online forms and applications. Process service requests, complaints, and payments in accordance with agreed procedures. Maintain up-to-date knowledge of services, policies, and relevant legislation. Accurately record and update customer information using IT systems and databases. Manage enquiries from start to finish, ensuring resolution or appropriate referral to the correct team. Support service efficiency by handling high call volumes and meeting defined performance targets. Contribute to continuous improvement and service excellence through feedback and teamwork. Participate in training, meetings, and development activities as directed by the Contact Centre Team Leader.

Ideal Candidate Profile

Essential Skills & Experience

Excellent communication and interpersonal skills, with the ability to build rapport and provide clear, helpful advice. Confident using computers, databases, and Microsoft Office applications. Understanding of customer service principles and a commitment to delivering high-quality care. Experience handling customer enquiries face-to-face, online, or via telephone. Highly motivated, adaptable, and able to work effectively both independently and as part of a team. Ability to remain calm and professional under pressure.

Desirable

Formal training or qualifications in Customer Care or Call Centre Operations. Knowledge of local government services and processes. Experience working in a high-volume contact centre or similar environment. Bilingual communication skills (Welsh/English).

Pre-Employment Requirements

Proof of Right to Work in the UK. Satisfactory employment references.

No DBS check required for this role.

Why Join?

Be part of a dynamic team delivering essential frontline services to residents. Gain valuable experience in local government and customer service. Comprehensive training and opportunities for career development. Flexible working arrangements including home and office-based options.

How to Apply

If you are enthusiastic, professional, and passionate about helping others, click

'Apply Now'

on this job advert

OR

Send your CV directly to:

adarsh.thomas@centurionstaunch.co.uk

Privacy Assurance

We take your privacy seriously and are committed to protecting your personal data. All information provided during the application process will be managed in strict accordance with GDPR regulations.

Reference ID: RQ1628368

Job Types: Full-time, Temporary, Fixed term contract
Contract length: 3 months

Pay: 12.84 per hour

Expected hours: 37 per week

Reference ID: RQ1628368
Expected start date: 03/11/2025