Contact Centre Advisor (Cross Skilled)

Cornwall Council; Camborne; Hybrid; GBP 27,000 - 32,000; Full time

Job summary

Cornwall Council is seeking a Customer Service Adviser (Cross Skilled) to be the first point of contact for residents and businesses across channels, delivering information, advice and resolutions.

You will work across multiple service areas, handling enquiries, and participating in hybrid working after training, with Tolvaddon attendance once a week.

Qualifications

• Experience delivering excellent customer service in a customer-facing environment.
• Excellent communication across multiple channels.
• Confident using IT systems, including CRM and contact centre software.
• Able to resolve enquiries and identify practical solutions.
• Empathetic, patient and professional in diverse situations.
• Flexible, able to manage priorities in a changing service.
• Good education including English and Maths.

Responsibilities

• Be the first point of contact for customers via phone, email, web chat and online services.
• Identify customer needs and provide information and advice.
• Resolve enquiries at first point of contact where possible.
• Work with service teams to ensure customers receive support.

Skills

Customer service

Communication

IT systems

Problem solving

Empathy

Flexibility

Customer focus

Education

English and Maths

Tools

CRM systems

Contact centre software

Job description

The Customer Hub is part of Customer and Business Operations within Cornwall Council. We provide a frontline service for residents and businesses, delivering information, advice and resolution across a wide range of council services. As part of our multi-skilled Customer Contact Team, you'll help customers access the services they need while delivering a high-quality, efficient and customer-focused experience

The Role:

As a Customer Service Adviser (Cross Skilled), you will be the first point of contact for customers contacting Cornwall Council through a variety of channels including telephone, email, web chat and online services. You will identify customer needs, provide information and advice, resolve enquiries wherever possible at the first point of contact, and work closely with service teams to ensure customers receive the support they require.

This is a varied and rewarding role requiring excellent communication skills, problem-solving ability and a commitment to delivering outstanding customer service. You will work across multiple service areas, developing a broad knowledge of council services and supporting customers with a wide range of enquiries. Full training will be provided.

This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies.

Working Pattern:

37 hours per week, Monday to Friday. Our Customer Hub is open for business between 09:00-18:00 and there is a requirement for flexibility between these hours.

Hybrid working arrangements are available following successful completion of training and subject to business needs. Once training has been completed, there is a requirement to attend our contact centre in Tolvaddon at least one day per week.

What you’ll need to succeed:

• Have experience delivering excellent customer service in a customer-facing environment.
• Demonstrate excellent communication skills across a range of channels.
• Are confident using IT systems and applications, including CRM and contact centre systems.
• Can resolve customer enquiries effectively and identify practical solutions.
• Display empathy, patience and professionalism when dealing with a variety of customers and situations.
• Can work flexibly, manage competing priorities and adapt to changing service demands.
• Have a good standard of education including English and Maths, or equivalent experience.
• Are committed to providing an outstanding customer experience.

Please read the role profile for the full details of this role attached below in this advert

What you’ll get in return:

You'll join a supportive team committed to delivering excellent public services while helping you develop your skills and career. Full training will be provided alongside ongoing learning and development opportunities, enabling you to build your knowledge across a range of council services.

Cornwall Council’s ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met.

Our core employee rewards and benefits include:

• a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions
• a generous annual leave entitlement with the potential to purchase additional leave.
• a national award-winning employee health and wellbeing programme
• Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services

Additional Information:

Cornwall Council is unable to offer visa sponsorship or transfer existing sponsorship for this role.

We recommend saving a copy of this to refer to if you are invited to an interview.

We are happy to talk about flexible working options such as part-time or compressed hours. More examples of our flexible working opportunities can be foundhere -flexible working options .

Fairness and inclusion are at the heart of our vision for Cornwall. In order to best serve our communities, we are striving to achieve a diverse workforce that is inclusive of all backgrounds, cultures and identities; e.g., race, disability, sex, gender reassignment status, age, religion and sexual orientation. We are an equal opportunities and Disability Confident employer, and we will assess applicants on their merits.

Cornwall Council is committed to safeguarding and following safer recruitment principles to help make sure our staff and volunteers are suitable to work with children, youngpeopleand adults at risk.It’sa vital part of creating a safe and positive environment and making a commitment to keeping all service users safe from harm.

Job Info

• Job Identification 700004911
• Job Category Customer Services
• Posting Date 08/20/2026, 03:39 PM
• Apply Before 09/02/2026, 10:55 PM
• Job Type/Contract Type Permanent
• Available Hours 37
• Interview Dates To be confirmed
• Advertised Salary Range £26,597 -£31,869 per year