Customer Fulfilment Centre Advisor

Reading Borough Council; Reading; On-site; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Generous holiday entitlement

Flexible working opportunities

Modern working environment at Civic/Offi

Life Assurance - three times annual

On-site day nursery

Season Ticket Loan

Lease car salary sacrifice

Job summary

Reading Borough Council is seeking a Customer Fulfilment Centre Advisor to provide high-quality customer service to residents, businesses and partners. You will handle inquiries face-to-face, by phone, email and text, using multiple systems to input and retrieve information.

You will be part of a team in a fast-paced Centre, bringing strong communication skills and self-motivation to ensure accurate, up-to-date advice and sensitive handling of enquiries.

Qualifications

• Experience of working in a Call Centre environment and as part of a team.
• Good communication skills and ability to deal with a broad range of customer enquiries.
• High degree of self-motivation and initiative in a fast-paced environment.
• Experience using a variety of computer packages to input and extract information.

Responsibilities

• Provide excellent customer service by giving accurate and up to date advice.
• Understand the needs of customers and handling difficult situations in a sensitive way.
• Use several systems to input and extract information; experience with a variety of computer packages is desirable.

Skills

Call Centre experience

Team player

Strong communication skills

Self-motivation and initiative

Tools

Computer packages

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Salary £29,071 - £34,811 per year

Contractual hours 37

Basis Full time

Region Permanent / Full-Time

Job category/type Administration / Clerical, Customer Services

The Customer Fulfilment Centre (CFC) Advisor is a crucial service delivery role in the Customer Fulfilment Centre which assists by providing high performing, effective and consistent services to residents, businesses and partners.

We seek the best talent from the widest pool of people as diversity and inclusion is the key to our success. Reading Borough Council is a Disability Confident Employer and is committed to the recruitment and continued employment of people with disabilities.

About the role

Your role will be varied, and you will deal with a range of enquiries face to face, over the telephone, by email and text messaging.

You will be required to:

• Provide excellent customer service by giving accurate and up to date advice
• Understand the needs of customers and handling difficult situations in a sensitive way
• Use several systems to input and extract information, so experience of using a variety of computer packages is desirable

About you

• You must have experience of working in a Call Centre environment and working as part of a team to provide the best possible customer service.
• You will have good communication skills and have the ability to deal with a broad range of customer enquiries.
• You will have a high degree of self-motivation and initiative and fit comfortably in a fast-paced and busy Customer Fulfilment Centre.
• Experience of using a variety of computer packages in order to extract and input customer and other information

You’ll be part of a team that relies on each individual to play their part to the best of their ability. As well as the colleagues that you work closely with every day, you’ll also be part of Team Reading, playing your personal part in making Reading a successful and vibrant place.

Our vision is to ensure that Reading realises its potential as a great place to live, work and play, and that everyone shares the benefits of this success. Our values and behaviours guide how we will achieve this:

Work Together as one team - work collaboratively, with each other and with our partners, and demonstrate the Team Reading values in everything we do

Drive Efficiency - show initiative, be adaptable to change and put forward ideas to help improve delivery and efficiency. Take responsibility for our own learning and development and for reaching our potential

Be Ambitious - be demanding of our own performance – striving to be even better – and be prepared to engage with and challenge leaders in a constructive and positive way

Make a Difference to Reading - maintain the highest levels of customer service and be flexible and willing to provide the services needed at the time they are needed

Our offer

We offer a supportive environment to grow and develop your career with the opportunity to put your ideas across. Innovation and ambition is strongly encouraged, and you’ll get a great feel for that working in our friendly and collaborative environment.

A competitive salary alongside a range of benefits including:

• Generous holiday entitlement - 25 days holiday each year plus bank holidays - rising to 30 days after 5 years’ service and 33 days after 10 years' service, with the option to buy additional leave
• A wide range of flexible working opportunities
• Modern working environment at the Civic Offices in the heart of Reading
• Life Assurance - three times your annual salary (for members of the LGPS)
• On-site day nursery (Kennet Day nursery) rated outstanding by Ofsted
• Season Ticket Loan - a loan to help with the cost of your rail or bus journey, to and from work
• Lease car salary sacrifice scheme allowing you to lease a brand new, greener car for three years. The monthly fee includes insurance, servicing and road tax

For more information on this position please contact [e-mail] Closing Date: Sunday 15th November 2026
Interview Date: To be confirmed