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, youll 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: Were 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 teams success. Why Join Us? This role offers an exciting opportunity to make a tangible difference in the lives of residents and the community. Youll 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 ADZN1_UKTJ