Customer Service Advisor

Customer Service Advisor – Newcastle (514R) Equans, in partnership with North Tyneside Council, 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 (37.5 hours per week) offering a salary of £24,570 per annum and a comprehensive benefits package. What will you deliver? Effectively manage and respond to all enquiries and communication via telephone, post, email, face‑to‑face and digital methods. Provide advice and information on a range of services as required. Promote self‑serve channels. Receive, process and issue applications for services. Signpost customers to other services and events. Receive and process complaints, comments or suggestions, resolving them at first contact where possible or escalating through agreed processes. Process payments, manage cash handling and maintain accurate records in line with financial and audit requirements. Adhere to established procedures for each service request. Meet agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction and drive service efficiencies. Assist in the supervision and maintenance of day‑to‑day processes and routines to ensure efficient and effective customer service delivery. Participate in service development and continuous improvement projects and activities. Comply with EQUANS’ Safety, Health & Equal Opportunities (SHEQ) policies and all relevant regulations, guidelines and procedures. Maintain personal development and training awareness, raising any gaps to the relevant manager. Deliver service to a high standard of accuracy, with prompt, efficient and error‑free written responses. Align behaviours with EQUANS’ core values and competencies. What can we offer you? 24 days of holiday (increasing to 25 days after 2 years of continuous service, plus public holidays). Life cover equivalent to 1.5 times annual salary. Employee discount schemes on major brands and retailers. Gym membership discounts. Cycle‑to‑work scheme. Holiday purchase scheme. 2 corporate social responsibility days per year. Broad range of learning opportunities, including professional qualifications, collective/individual training and personalised support programmes. Attractive employee referral rewards scheme. Access to our growing employee networks. 24/7 employee assistance programme and access to a mental wellbeing app. Who are you? Good general education with a minimum of 4 GCSE at grade C or above, including Maths and English, or equivalent experience and capability. Good literacy, numeracy and ICT skills. Recognition of a customer service qualification (e.g., NVQ, ICAS) is desirable. Experience providing help, advice and information in a customer service environment. Experience organising and managing information. Experience processing applications, gathering supporting documents and making decisions. Experience with financial and administrative routines. Experience working in a team and within a performance‑management culture. Experience using a variety of ICT systems, including Microsoft Office. Excellent written and verbal communication skills. Commitment to equal opportunities and anti‑discrimination policies. Flexibility to work shifts and across different sites to meet business needs during open hours. Knowledge of how to pass a Basic DBS check is required. Equans is a leading provider of sustainable facilities management, regeneration and cutting‑edge energy and digital services. We operate in 20 countries, employ 90,000 people worldwide and deliver decarbonisation across the built environment. Our culture is built on accountability, respect, teamwork and service focus. We are committed to diversity and inclusion and encourage applications from women, ethnically diverse individuals, people with disabilities and all candidates protected under the Equality Act 2010. We offer a welcoming workplace where everyone is supported to be their authentic selves. Applicants must have evidence of the right to work in the UK. This role does not offer a relocation package. #J-18808-Ljbffr