Customer Service Agent - RANGAM CONSULTANTS LIMITED : Job Details

We’re looking for a motivated and customer-focused Customer Service Advisor to join our busy Contact Centre team.

In this role you’ll help deliver excellent local government services to residents via telephone, email, web, face-to-face, and written correspondence. You’ll handle enquiries, process payments, maintain accurate records, and provide clear, courteous, and timely support to our diverse community.

You will play a key part in ensuring residents have easy access to services, while maintaining the Council’s high standards for professionalism, efficiency, and equality.

• Handle customer enquiries across multiple channels (phone, email, face-to-face, post)
• Process payments (cash, cheque, card) and issue invoices accurately
• Use CRM and contact centre systems to log and manage cases
• Manage queues, monitor service standards, and meet performance targets
• Handle complex and occasionally challenging situations with empathy and professionalism
• Keep up to date with Council services and policies
• Work flexibly to cover operational hours (evenings/weekends on a rota basis)

• Previous customer service experience (contact centre, public sector, or retail/banking/service industry)
• Strong communication skills — written and verbal
• Capable of managing complex enquiries and working under pressure
• IT literate with experience using Microsoft Office and CRM systems
• Committed to equality, diversity, and data protection principles
• Resilient, adaptable, and a team player who works well independently

Desirable: Experience in the public sector or dealing with a wide range of community members, and the ability to train or mentor new staff