Contact Centre Adviser

Hampshire County Council; Fareham; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A local authority in England is seeking an adviser for their Blue Badge & Concessionary Travel team. The role includes assessing applications and responding to customer inquiries. Ideal candidates will possess strong interpersonal and customer service skills, along with a commitment to helping people maintain independence. This temporary role offers a salary of £25,186 - £26,244 per annum, with flexible working options.

Benefits

Flexible workplace

Holiday entitlement

Pension scheme

Interest free travel loans

Qualifications

• Ability to respond calmly and professionally to customers.
• Experience in providing customer service and managing expectations.
• Proven basic computer knowledge and data entry skills.

Responsibilities

• Assess customer applications for blue disabled parking badges.
• Respond to customer enquiries via telephone, email, and online.
• Provide accurate advice to customers on eligibility criteria.

Skills

Interpersonal skills

Customer service experience

Empathy

Communication skills

Teamwork

Technological skills

Education

Key Skills (NQF) level 1 or 2 in Maths, English and IT

Job description

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Job Reference: HCC622001
Salary Range: £25,186 - £26,244 per annum
Work Location: Parkway, Fareham NB Anticipated office relocation to Havant scheduled for late 2025 (Hybrid Working)
Hours per week: 37
Contract Type: Temporary until 30 September 2027
Closing Date: 31 August 2025
Interview Date: 16 & 17 September 2025

A rare opportunity has arisen for an adviser to join our Blue Badge & Concessionary Travel team at Hampshire County Council.

Are you looking for a challenging and diverse role working as part of a friendly and supportive team, with an opportunity to make a real difference?

The Role:

You will assess a variety of customer applications for blue disabled parking badges and concessionary bus passes against eligibility criteria, as well as respond to customer enquiries via telephone, email and online.

What you’ll do:

• Undertake Blue Badge & Concessionary Fares application assessments against scheme eligibility criteria.
• Respond to all customer contact through various channels, in line with Universal Services Customer Service Principles.
• Provide accurate, meaningful, and consistent advice to customers.
• Identify specialist queries, making accurate referrals in response to safeguarding concerns so that the concern is appropriately managed.
• Manage the relationship with customers so that they are dealt with courteously, promptly, sensitively, and equitably and the County Council’s policies on equality and diversity are upheld and demonstrated.
• Ensure accurate records of all contact with customers are maintained on multiple computer systems.
• Work with all colleagues to ensure first time call resolution where appropriate and a customer experience which enhances the reputation of Hampshire County Council.
• Report any inconsistencies or problems in systems and processes, identify any difficulties encountered, logging comments and complaints as they are received, so that the systems and processes can be continuously improved.
• Be aware of the Council’s aims, organisational values and behaviours and their impact on this post.
• Be able to take a self-directed approach, proactively undertake training and learning to improve knowledge and skills, to achieve continuous improvement.
• Work as a flexible and effective team member.
• Be punctual, reliable, and presentable.

What we’re looking for:

• Excellent interpersonal skills with the ability to respond calmly and professionally to customers who may be distressed, confused, angry or reluctant to give the information needed.
• Experienced in providing customer service, able to manage customer expectations and follow through in agreed timescales.
• Ability to understand what information the customer needs and identify problems as appropriate.
• Ability to empathise with the customer and be motivated to resolve their enquiries in a helpful, accurate, sensitive and courteous way.
• Ability to speak clearly so that you can be easily understood by customers, some of whom may be hearing impaired or have English as a second language.
• Ability to understand the business transactions, departmental business functions and operate the technology effectively.
• Key Skills (NQF) level 1 or 2 or equivalent in Maths, English and IT.
• Proven basic computer knowledge/technological skills with accurate keyboard/typing skills and proficient data entry skills.
• Demonstrated verbal and written communication skills and ability to convey information clearly and effectively.
• Ability to follow processes and relay information clearly
• A team worker, happy to support others, share information and always behave in a positive manner.

Full training will be provided, though experience in the field of disability and/or medical environments is beneficial.

Great satisfaction knowing you are helping people to remain independent.

Our benefits package includes details of the holiday entitlement, pension scheme, flexi-time scheme, family friendly policies and interest free travel loans and discounts. We offer a flexible, motivating and inclusive workplace. We have created an environment that you can look forward to being a part of, where you are empowered to be your best and a workplace built on teamwork where people can grow and develop in their roles.

If you think you have what it takes to make a real difference in Hampshire, get in touch!

Hampshire County Council is recognised nationally as one of the highest performing local authorities in the UK. A modern, forward-looking local authority, it offers a pleasant, supportive, and collaborative working environment.

Hampshire County Council is also a flexible employer interested in making the most of your skills and offers a great work life balance.

This post is subject to a Criminal Records Check.

Contact Details for an Informal Discussion:

Hampshire County Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.

In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Requirement (GOR) applies.

We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.