Customer Service Advocate

Public Sector
£10.59 per hour
Louise Burns
Tyne and Wear
Job description

Nineteen Recruitment are recruiting a Customer Service Advocate Grade 3, for one of their Clients in Sunderland. This is a temporary role, working 37 hours per week.


To help, advise and direct customer's calls

To deliver a high quality service, by listening and helping the customer and exceeding their expectations.

To resolve customer enquiries with the aim of satisfying customers within a single contact.

Main Duties and Responsibilities


To communicate information verbally and/or in writing with the aim of satisfactorily resolving enquiries from customers. A range of communication channels will be used such as telephone, web. email and face to face. Specific knowledge of their services is required to resolve the enquiry or ensure the satisfactory transfer of the query to the correct Service Area.

Communicate information to different audiences derived from several sources (including computerised system). Information communicated can be complicated and sensitive. Communication must be adapted to meet the needs of the customer to ensure their understanding.

Customer Focus

Quickly develop excellent customer rapport, to enhance the customers experience

Maintain a calm, positive and helpful attitude when dealing with challenging customers.

Actively listen to the customer to assess and anticipate their individual needs and requirements to resolve their enquiry

Ensure customer contact is in accordance with the Customer Charter and appropriate service standards


Resolve enquiries satisfactorily, which may at times include persuading or influencing customers towards a particular course of action or alternative approach

Planning and Decision Making

Plan and organise own workload to ensure delivery of the agreed service standards.

Make decisions in accordance with service standards, and on a daily basis, when dealing with problems and queries.

Satisfactorily deal with and solve problems which can be both straightforward or varied.


The ability to work independently in line with service standards and procedures.

Composure and Thoroughness

Ensuring information provided is accurate and meets agreed service standards and requirements

Ensure work is carried out in an organised and effective way, including any follow up actions, so customer enquiries are resolved fully at first point of contact.

Remaining composed, even in challenging or difficult circumstances to maintain positive customer relationships.

Deal with deadlines on a daily basis to deliver work in a compliant and customer satisfactory way.

Deal with interruptions and conflicting demands as and when they occur, to ensure customer service is maintained.


Contribute to the effectiveness of continuous improvement within the customer service centre.

Comply with the principles and requirements of the Data Protection Act 2018 and GDPR in relation to the Management records and information, and respect the privacy of any personal information.

Comply with the principles and requirements of the Freedom of Information Act 2000

Comply with the information security standards, and requirements for the management and handling of information; Use information only for authorised purposes.

Who are Nineteen Recruitment?

Nineteen Recruitment are an ethical and honest recruitment company that specialises in Education, Social Care and Public Sector recruitment.

Nineteen has strong relationships with schools, social care settings and all the local authorities across the North East, matching appropriately skilled and experienced candidates to their vacancies.

Nineteen is passionate about delivering a high standard of candidate care, ensuring candidates feel well supported when either at work or seeking work.

Advantages of working via Nineteen Recruitment

 Weekly pay paid via a PAYE equivalent model (at no cost to worker)

 Excellent level of support from the agency whilst you're in role

 Agency support with ongoing training / refresher training needs

 A point of contact between the worker and the client/place of work

 Offers the ultimate in flexible working

 You will be kept informed of any new and relevant work opportunities coming up in the future Nineteen Recruitment is committed to equal opportunities and as such no applicant or worker will receive less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race or employment status

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