Customer Advisor - Band E (AO)

Brook Street; Stoke-on-Trent; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A recruitment agency is seeking Customer Advisors for a Public Sector role in Stoke-on-Trent. You will provide telephone support to service users, handling inquiries and updating case details. Ideal candidates possess customer service experience and excel in communication. The role includes an 8-week training program with potential for hybrid working later, and a starting pay rate of £12.36 per hour.

Qualifications

• Ideally, previous contact centre or customer service experience.
• Excellent communication and listening skills.
• Comfortable working in a fast-paced, phone-based environment.

Responsibilities

• Handle inbound calls from service users and professionals.
• Provide accurate updates and guidance on applications and court cases.
• Deliver a consistently high level of customer service.

Skills

Customer service experience

Excellent communication skills

Calm demeanor

Resilience

Job description

Temporary Customer Advisor - Public Sector

Location: Hanley, Stoke-on-Trent (may be potential of hybrid working later down the line)
Hours: Monday to Friday, 37 hours per week (10:00am-6:00pm - flexibility required)
Contract: Temporary until May 2026 (chance of an extension)
Pay Rate: £12.36 per hour, rising to £12.53 per hour
Start Date: Monday 3rd November 2025

About the Role

Our respected Public Sector client is looking for several Customer Advisors to join their Divorce Service Line and Financial Remedy team, supporting service users by phone with application updates and general queries. Please note - if successful the client will decide which team you would sit in. The day-to-day duties will be the same.

This is a telephone-based role within a busy contact centre where you will be the first point of contact for members of the public and legal professionals. You'll provide clear, empathetic, and informative support - signposting, updating case details, and guiding users through the next steps in their process.

While the focus is on telephony, there will be a small element of admin work. You must be comfortable spending most of your day on the phone and confident in explaining procedures clearly and calmly.

Key Responsibilities

• Handle inbound calls from service users and professionals
• Provide accurate updates and guidance on applications and court cases
• Process and update high-volume case information with precision
• Deliver a consistently high level of customer service in a sensitive service area

What We're Looking For

• Ideally, previous contact centre or customer service experience
• A calm, assertive, and resilient approach
• Excellent communication and listening skills
• Comfortable working in a fast-paced, phone-based environment

Training & Support

• 8-week fully onsite training programme via the in-house training academy
• First 3-4 weeks will focus on admin and process training
• Followed by consolidation and structured call-handling training
• Training hours: 9:00am-5:00pm/10:00am - 6:00pm (Monday to Friday)

Please note:

• You must be available to start on Monday 3rd November 2025
• Annual leave is not permitted during the initial 8-week training period
• A clear DBS and 3 years of referencing will need to be processed before starting

Apply now - due to high volumes, we may only respond to shortlisted candidates.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

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