Contact Centre Advisor

Royal Borough of Windsor and Maidenhead; Thatcham; On-site; GBP 23,000 - 26,000; Full time

Job summary

A local government council in Berkshire is seeking a full-time Contact Centre Advisor. Applicants should have experience in customer service and be educated to GCSE level/NVQ standard. The role involves answering resident inquiries via phone and email, logging and resolving issues, all within a supportive team environment. The position offers competitive benefits like 32 days annual leave and a flexible working pattern.

Benefits

32 days annual leave

Flexible working

Generous Local Government Pension scheme

Free employee parking

Instant Reward Scheme

Employee Assistance Programme

Access to retail discounts

Qualifications

• Experience in a customer service environment.
• Self-motivated and professional demeanor.
• Friendly and enthusiastic attitude.

Responsibilities

• Answer phone calls regarding council services.
• Log and resolve enquiries from residents.
• Provide digital interaction via email.

Skills

Excellent communication skills

IT skills

Customer service experience

Education

GCSE level/NVQ Customer Care level 2 standard or equivalent

Job description

Job description

We have an exciting opportunity for a Contact Centre Advisor to join us!

This is a full-time, Fixed term contract for one year (Maternity Cover) with a salary of £23,706 - £25,306 per annum.

About us:

The Royal Borough of Windsor and Maidenhead (RBWM) is set in the wider county of Berkshire, one of the most economically productive and innovative areas of the country. The borough council – a unitary authority – takes pride in its exceptional team of dedicated professionals who are passionate about providing quality services to the community. RBWM is a unique borough, with huge opportunity given its proximity to London and expanding business sectors, as well as being a major cultural and tourism area which includes international attractions such as Windsor Castle, Legoland and Ascot Racecourse.

Given our Royal connections, the eyes of the world are often on us and we continue to rise to the challenge.

This is an excellent opportunity for an enthusiastic Contact Centre Advisor to join our Customer Service team.

The Role:

As a contact centre advisor and part of the contact centre team reporting to one of the supervisors, you will be responsible for answering phone calls on a complete range of council services and digital interactions from residents.

You will be working in a highly pressurised and at times challenging environment; you will be our first point of contact for our residents and must be able to communicate in a clear and friendly manner.

Your role will involve:

• Dealing with residents on the phone
• Logging and resolving and escalating all enquiries.
• Digital interaction with residents by e‑mail etc.

What we are looking for:

Ideally, you will have worked in a customer service environment and will be educated to GCSE level/NVQ Customer Care level 2 standard, or equivalent, with excellent communication and IT skills.

Self‑motivated, professional, friendly, enthusiastic, customer focused individuals to join our highly motivated and friendly team.

Full training will be given.

What we offer:

• 32 days annual leave
• Flexible working including a hybrid working pattern for a better work‑life balance.
• Generous Local Government Pension scheme includes life cover (3 times of annual salary); and an Additional Voluntary Contribution (AVC) scheme to enhance your pension provision.
• Free employee parking close to the offices.
• Give As You Earn scheme.
• Instant Reward Scheme to recognise and reward innovative achievement.
• Employee Assistance Programme providing counselling, advice and information.
• Access to discounts and deals with hundreds of retailers, including discounted gym memberships and travel deals.

RBWM values a collaborative and inclusive work environment, fostering creativity and innovation in all aspects of its operations. As an equal opportunities’ employer, we encourage applications from all as we believe diverse talent makes us stronger.

If you have a disability, are a current or former member of the armed forces or have been part of any formal care system up to the age of 25, you will be guaranteed an interview, should you meet the minimum requirements for the role.

Interview dates: 17 December 2025

If you wish to discuss this position informally, please contact Zoe Porter or Gail Barrons both supervisors on 01628 683816.