1.             DESCRIPTION

1.1          Post Title:

Customer Service Advisor

Post Holder:


                Operating Unit:

Customer Service Centre


Landmark Place

1.2                MAIN PURPOSE OF JOB

  • To provide excellent service to all customers contacting the Council, both externally and internally through face-to-face contact, tele and written communication. 


Name and position of immediate supervisor:

Customer Service Supervisor


  1. Give Customers a positive impression of yourself and Slough Borough Council.  Provide a smart and responsive reception to visitors with or without appointments, ensuring that the service is open, welcoming and customer focused.
  2. Provide expert and reliable information, advice and services to customers at the Customer Service Centre on a wide range of issues.
  3. Develop, manage and sustain customer relationships.  Demonstrate commitment to securing the best service and outcomes for customers in the most efficient and effective manner. Identify and deal with emergency enquiries in a calm, but efficient manner with customers who may be in stressful situations.
  4. Respond to enquiries (tele, emails and hard copy communication) from customers regarding issues dealt with by the service. Make appointments for customers if required.
  5. Follow through service promises made and resolve complaints by taking ownership, maintain close liaison with all sections and disciplines within the council to ensure working practises and requirements are met to ensure a consistent seamless service delivery. Escalate enquiries to the next level if required.
  6.    Maintain accurate, concise and up to date records of all customer contact with the Customer Service Centre on In-house systems.
  7.  Operate a variety of systems and packages, awareness of how to structure data to suite them, ensuring that data is accurate and reliable. Run reports of various systems.
  8. Ensure that information, posters, leaflets and all applications forms are kept tidy, up to date and promptly replenished.
  9. Ensure all duties are carried out in accordance with agreed council policy and procedure, particularly the Council’s Equal Opportunities and Health & Safety policies.
  10. Attend and participate in regular team meeting’s providing cover within the team.
  11. Identify potential improvements to the service by providing feedback to Line Management.
  12. Investigate and respond to customer complaints through the formal process ensuring all information is accurately recorded on the relevant system and customers are responded to within agreed corporate timeframes.
  13. Maintain good working relationships with other Council Departments to ensure seamless, consistent service delivery.
  14. Undertake continuing professional development and provide coaching/support to other colleagues as appropriate to enhance the service provided and to meet the demands of the service as required.
  15. Undertake any other reasonable duties commensurate with the post.

Work specific requirements:

  • Wear corporate dress.
  •  The Customer Service Centre operates from 08:00 to 19:00 hours Monday to Friday and 09:00 to 13:30 Saturdays.  Must be flexible and prepared to work a rota with the management team to provide maximum cover as far as practical