Customer Service Advisor

Customer Service Advisor Working in partnership with North Tyneside Council, Equans is looking for a Customer Service Advisor to join our team based in Killingworth, Newcastle on a permanent basis. This is a full‑time role working 37.5 hours per week. Salary is £24,570 per annum with a comprehensive benefits package. The post holder will provide first‑contact resolution across telephone, face‑to‑face, post, email and digital channels, championing customer service standards and representing Equans. Start date: 9th February. What will you deliver? Manage all enquiries and communications via every contact channel. Provide advice and information on a range of services. Promote self‑serve channels. Process and issue applications for services. Sign‑post customers to other services and events. Receive and process complaints, comments or suggestions, resolving them at first contact or escalating as required. Process payments, maintain accurate cash records and meet financial audit requirements. Adhere to established procedures for each service request. Meet KPI, SLA and quality standards to maximise satisfaction and efficiency. Support day‑to‑day operations and contribute to process improvement projects. Act in accordance with EQUANS’s SHEQ policies and all corporate policies. Take responsibility for personal development and highlight training gaps to management. Maintain high accuracy and produce error‑free written responses. Align behaviours with EQUANS’s core values and competencies. What can we offer you? 24 days (25 after 2 years) of holiday plus public holidays. Life Cover equal to 1.5 times annual salary. Employee discount schemes. Cycle‑to‑work scheme. 2 corporate social responsibility days per year. Broad learning opportunities including professional qualifications and personalised support programmes. Employee referral rewards scheme. Access to employee networks. 24/7 employee assistance and mental wellbeing app. Who are you? Good general education with a minimum of 4 GCSEs at Grade C or above including Maths and English, or equivalent experience. Proficient literacy, numeracy and ICT skills. Customer service qualification such as NVQ or ICAS (desirable). Experience providing help, advice and information in a customer service environment. Experience organising and managing information, applications and decision making. Experience with financial and administrative routines. Experience working in a team and within a performance‑management culture. Experience using ICT systems including Microsoft Office. Excellent written and verbal communication. Commitment to equal opportunities and anti‑discrimination policies. Flexibility to work shifts and across sites to meet opening hours. This role requires a Basic DBS check; passing this check is essential. Who we are In the UK & Ireland, Equans is a provider of sustainable facilities management, regeneration, and cutting‑edge energy and digital services. With 15,000 employees globally, we deliver decarbonisation across the built environment and support the transition to a low‑carbon, resilient world. We are committed to operational excellence and building a culture that values accountability, respect, team spirit and service focus. We embrace diversity and inclusion, supporting all employees to be their authentic selves. Diversity and inclusion We encourage applications from women, ethnically diverse individuals and people with disabilities, and all candidates protected under the Equality Act 2010. We support inclusivity through employee networks throughout Equans. Next steps If this role interests you, click below to register, apply, and track your progress. A member of our Resourcing Team will review your application and be in touch. For this role, you must have evidence of the right to work in the UK. We do not provide a relocation package. Unique to this role, a Disclosure check may be required. #J-18808-Ljbffr