We''re recruiting an experienced and customer-focused Resident Access Adviser to join a busy Resident Access Team. This is an excellent opportunity for a professional with strong communication skills, a passion for customer service, and experience handling enquiries across multiple channels. You''ll play a key role as the first point of contact for residents, providing advice, resolving enquiries, processing requests, and signposting customers to the correct services. Working across phone, face-to-face, email, web, and digital channels, you''ll help ensure a seamless resident experience while supporting the council''s commitment to customer excellence and digital transformation.The role will predominantly be remote working with occasional travel to officer for meetings. The Role Act as the first point of contact for residents, dealing with enquiries across a wide range of services including Parking, Waste, Council Tax, Benefits, Housing, Planning, Licensing, Environmental Services and more. Quickly understand customer needs and resolve enquiries efficiently, promoting digital channels and assisted self-service where appropriate. Handle enquiries via telephone (inbound and outbound), face-to-face, email, web, live chat, SMS and written correspondence. Accurately process payments in line with required security, GDPR and data protection procedures. Maintain and update CRM and other council databases to ensure accurate customer records and enable reporting. Provide excelle