Resident Access Advisor

About the Role:
We are seeking a proactive and customer-focused Resident Access Advisor to join our dedicated Resident Access team. As the first point of contact for residents, you will provide advice, assistance, and resolutions across a diverse range of council services, ensuring an excellent customer experience at every touchpoint.
This is a multi-faceted role where you will interact with residents via telephone, face-to-face, email, and digital channels, offering timely support and guidance while promoting self-service and digital solutions. With a direct impact on our council's reputation and customer satisfaction, you’ll play a vital role in delivering exceptional service.

Key Responsibilities:

• Provide first-point-of-contact advice and assistance on services such as Parking and Permits, Waste, Planning, Licensing, Council Tax, Benefits, Schools Admissions, Environmental Services, and more.
• Resolve customer enquiries efficiently, ensuring high satisfaction rates and adherence to council policies.
• Promote digital channels and assist residents with self-service tools.
• Process payments securely while adhering to GDPR and data protection regulations.
• Accurately maintain and update council databases to support efficient service delivery.
• Handle customer feedback and balance expectations with council policies, signposting or escalating issues when necessary.
• Build and maintain strong working relationships with internal teams and external service providers.
• Assist with training new staff members and support their development.
• Contribute to service improvements by offering creative and practical solutions.
• Uphold confidentiality and act as an ambassador for excellent customer service.

About You:
We’re looking for someone with:

• Strong IT skills and experience in maintaining accurate records across multiple systems.
• Excellent communication and customer service skills, with the ability to handle a wide variety of enquiries.
• A proactive and flexible approach to work, ensuring consistent service delivery during operational hours.
• Strong problem-solving skills and the ability to balance customer needs with organisational resources.
• The ability to work collaboratively with colleagues, stakeholders, and partner organisations.
• A commitment to personal development and contributing to the team’s success.

Why Join Us?
This role offers an exciting opportunity to make a tangible difference in the lives of residents and the community. You’ll be part of a team committed to excellence, working in a dynamic environment where no two days are the same. We offer a competitive salary with opportunities for progression based on your performance and development.

How to Apply:
If you are passionate about delivering exceptional customer service and want to play a pivotal role in improving residents’ experiences, we would love to hear from you. Please submit your CV detailing your suitability for the role.

Apply today!