Customer Care Assistant (4 Posts)

Derbyshire County Council; East Midlands; Hybrid; GBP 18,000 - 21,000; Full time

Benefits offered by this job

LGPS

Cycle to work

Eye tests

Physiotherapy

Counselling

Discounts

Job summary

Derbyshire County Council is seeking Customer Care Assistants to join our Call Derbyshire contact centre team. You will respond to residents, families and professionals, acting as the first contact for adults and children's social care.

You’ll work in a performance-driven environment, delivering empathetic, accurate information and helping callers access the right services. The role offers comprehensive training and a hybrid working arrangement; office presence required during training and

Qualifications

• Previous experience in a customer service setting would be an advantage.
• Familiar with working in a performance-driven culture where customer excellence is paramount.
• Ability to sensitively deal with calls of a difficult nature is also an advantage.

Responsibilities

• Deliver a positive customer-focused approach dealing with callers in a sensitive, caring, and professional manner.
• Liaise with council colleagues and other agencies to identify customer needs.
• Demonstrate excellent listening and questioning skills.
• Accurately capture information and record using our electronic systems customer databases.

Skills

Customer service

Communication

Calm under pressure

Listening skills

Job description

Closing date: 30 August 2026

Are you a good communicator, calm in a crisis and enjoy helping people? Want to be part of a great team supporting our residents of Derbyshire?

We’re looking for a number of Customer Care Assistants to join our Call Derbyshire contact centre team.

We respond to a broad range of enquiries and requests from residents, families, and professional organisations across Derbyshire. This includes being the first point of contact for adults and children’s social care.

Previous experience in a customer service setting would be an advantage as well as being used to working within a performance driven culture where customer excellence is paramount. The ability to sensitively deal with calls of a difficult nature is also an advantage.

We offer a comprehensive training programme after which your role will:

• Deliver a positive customer-focused approach dealing with callers in a sensitive, caring, and professional manner.
• Quickly assess and identify customer needs by liaising with council colleagues and other agencies.
• Demonstrate excellent listening and questioning skills.
• Accurately capture information and record using our electronic systems customer databases.

Benefits include:

• 25 days annual leave, plus another 5 once you reach 5 years of continuous service (pro rota for part time)
• Access to the Local Government Pension Scheme
• Genuine progression opportunities
• Incremental annual pay increases
• Smarter travel scheme including access to the cycle to work scheme
• Access to our in-house occupational services which also includes free eye tests, physiotherapy and counselling
• Derbyshire rewards - offering hundreds of discounts and cashback

Working patterns include shifts that are currently scheduled between Monday and Friday 8:00am to 6:00pm and Saturdays on a rota basis (including Public and Bank Holidays where necessary) to an agreed shift rota.

Please note whilst this role can be a hybrid one of working from home and in the office, any successful candidates would be required to be in the office until such time as training is complete and performance is satisfactory. Working from home is on a rotational basis.

As part of the recruitment process, applicants may be asked to undertake assessment exercises, including a telephone assessment.

Provisional Interview Date: Week commencing 21st September 2026