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Customer Enabling Service Advocate

Job Description

Job Title - Customer Enabling Service Advocate

Location - Sunderland SR1

Contract - Temp - Sept

Hours - 37

Role summary - This company is looking for a highly motivated and customer-focused individual to join their team as a Customer Enabling Service Advocate. As a Customer Enabling Service Advocate, you will be responsible for providing a range of complex customer service functions and digital interface responsibilities. You will be working closely with internal and external partners to exceed customer expectations and achieve service standards.

Key Responsibilities:

  • Receive and resolve detailed enquiries from customers and service users to ensure an effective and responsive service.
  • Act as an advocate and work closely with internal and external partners to exceed customer expectations and achieve service standards.
  • Provide information, advice and guidance to customers via a range of communication channels including face to face, telephone, email, letter, web chat and social media.
  • Communicate, verbally and in writing, specific knowledge of council and partner services to resolve enquiries at the first point of contact.
  • Undertake surveys, telephone calls and interviews to collect data/customer insights to inform improvement programmes.
  • Act as the 'front door' for the Council and partners, including the City Hall meet and greet function to effectively resolve enquiries or triage customers to the appropriate service provider.
  • Contribute to the delivery of the Customer Service and Digital Strategies through ongoing user research activities and provision of a mediated/assisted service e.g. public access IT.
  • Provide support and assistance to local Council campaigns, events and programmes e.g. Covid Recovery, Neighbourhood Community surveys, Air Show etc.
  • Escalate and refer any challenging or complex enquiries and/or complaints to Management.
  • Actively listen to customers to assess and anticipate needs, quickly develop excellent customer rapport to enhance the experience.


  • Receive and resolve detailed enquiries promptly to ensure efficient service delivery.
  • Collaborate with internal and external partners to surpass customer expectations and uphold service standards.
  • Provide comprehensive information and guidance across various communication channels.
  • Communicate council and partner service details effectively to address enquiries at first contact.
  • Gather customer insights through surveys and interviews to support service improvement initiatives.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call George at Service Care Solutions on 01772 208 966 or send an E-Mail to