Customer Service Adviser Location: Kensington Town Hall, W8 7NX Start Date: ASAP Contract Duration: 2+ Months Working Hours: Mon Fri, 09 00, 37 Hours per week Pay Rate: £ 17.73 per hour Job Ref: (phone number removed) Responsibilities Deliver an excellent customer experience in a consistently busy environment, providing advice and resolution at the first point of contact across all customer access channels. Facilitate access to services for customers using different communication methods, ensuring everyone can access our services. Actively listen and ask appropriate questions to understand the nature and urgency of customer inquiries, being responsive to their needs and concerns. Meet, greet, and assist customers in the self-service area and main reception, signposting them to relevant services or self-service options. Establish robust working connections and collaborate with other teams to ensure a consistently high standard of customer experience. Complete digital and postal administration work, including tasks related to refunds, contracts, referrals, and permit processing. Adhere to all legislative or statutory provisions and the Council s key policies, processes, and procedures, explaining these to customers in a professional manner. Respond positively to customer inquiries, manage complex or sensitive inquiries tactfully, and provide guidance on next steps. Signpost and provide advice on both internal and external support services offered by the Local Authority. Ens