Contact Centre Advsior

Bassetlaw District Council; Worksop; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

26–32 days annual leave

Healthcare cash plan

Flexitime

Local Government Pension Scheme (LGPS)

Job summary

Bassetlaw District Council is seeking a proactive Contact Centre Advisor to join our busy Customer Services team on a full-time basis. You will be the first point of contact for residents and partners, handling enquiries by phone, email and digital channels to provide accurate information and timely responses.

The role requires empathy, strong communication and IT skills, with a focus on delivering a professional, efficient and friendly service.

Qualifications

• Excellent communicator with strong written, verbal and interpersonal skills.
• Calm, professional and able to deal confidently with challenging situations.
• Experienced in a customer-facing environment, handling enquiries and resolving issues.
• Organised, accurate and comfortable completing administrative tasks and processing information.
• IT literate, with experience using Microsoft Office and digital systems.
• Committed to confidentiality, data protection and handling personal information appropriately.
• Flexible, adaptable and able to work effectively as part of a team.
• Be part of a supportive and friendly Customer Services team.
• Make a real difference to local residents and communities.
• Develop your customer service skills within a varied and rewarding role.
• Access the Local Government Pension Scheme and a range of employee benefits.
• Enjoy flexible working arrangements where service needs allow.

Responsibilities

• Acting as the first point of contact for customer enquiries across Council services.
• Responding to telephone, email and digital enquiries in a professional and courteous manner.
• Supporting customers with Council, housing and partner organisation services.
• Providing support to vulnerable customers and dealing with sensitive situations with empathy and professionalism.
• Promoting digital services and helping customers complete online applications and transactions.
• Processing payments and maintaining accurate records in relevant systems.
• Using customer relationship management and other business systems to record and manage enquiries.
• Completing administrative duties that support the efficient delivery of customer services.
• Working collaboratively with colleagues and partner organisations to ensure excellent service delivery.

Skills

Customer service

Communication

IT literacy

Teamwork

Tools

Microsoft Office

Job description

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The position requirements are detailed below. Please ensure that you have read all the associated information fully and have addressed this in your application.

Make a difference to people's lives every day

Bassetlaw District Council is looking for a proactive and customer-focused Contact Centre Advisor to join our busy Customer Services team on a full-time basis.

This is an exciting opportunity to play a key role in delivering excellent customer service to residents, customers and partners across the district. As the first point of contact for many enquiries, you will help people access Council services, provide advice and information, process requests and support customers to resolve issues quickly and effectively.

Working within a supportive team environment, you will contribute to ensuring customers receive a professional, efficient and empathetic service while helping to promote digital services and maintain high standards of customer care.

About the role

As a Contact Centre Advisor, you will provide first-line support across a wide range of Council services, handling customer enquiries by telephone, email and other digital channels. You will work to resolve enquiries at the first point of contact wherever possible, ensuring customers receive accurate information and excellent service.

Key responsibilities include:

• Acting as the first point of contact for customer enquiries across Council services.
• Responding to telephone, email and digital enquiries in a professional and courteous manner.
• Supporting customers with Council, housing and partner organisation services.
• Providing support to vulnerable customers and dealing with sensitive situations with empathy and professionalism.
• Promoting digital services and helping customers complete online applications and transactions.
• Processing payments and maintaining accurate records in relevant systems.
• Using customer relationship management and other business systems to record and manage enquiries.
• Completing administrative duties that support the efficient delivery of customer services.
• Working collaboratively with colleagues and partner organisations to ensure excellent service delivery.

About you

We are looking for someone who is:

• An excellent communicator with strong written, verbal and interpersonal skills.
• Calm, professional and able to deal confidently with challenging situations.
• Experienced in a customer-facing environment, handling enquiries and resolving issues.
• Organised, accurate and comfortable completing administrative tasks and processing information.
• IT literate, with experience using Microsoft Office and digital systems.
• Committed to confidentiality, data protection and handling personal information appropriately.
• Flexible, adaptable and able to work effectively as part of a team.
• Be part of a supportive and friendly Customer Services team.
• Make a real difference to local residents and communities.
• Develop your customer service skills within a varied and rewarding role.
• Access the Local Government Pension Scheme and a range of employee benefits.
• Enjoy flexible working arrangements where service needs allow.

Interested?

If you would like more information about the role, please contact Adele Watson on [phone].

We offer a generous employee benefits package including 26-32 days annual leave plus bank holidays, free healthcare cash plan, flextime and much more.

Please review the Job Description and Person Specification and discover more about what it's like to work for the Council via the careers website.

We value diversity and are committed to creating an inclusive workplace. We actively welcome applications from all sections of the community. Our recruitment processes are fair, transparent and designed to ensure that everyone is treated equally at every stage.

Thursday 1 st October 2026

Interview date:

To be confirmed