Customer Infomation Guide

Swindon Borough Council; Swindon; Hybrid; GBP 24,000 - 30,000; Full time

Job summary

Swindon Borough Council is recruiting for a Customer Information Advisor on a 12-month fixed-term contract to support residents in accessing services online and by phone.

The role is 37 hours per week, Monday to Friday, with a salary of £26,824 per annum plus benefits. You will help residents understand information, signpost services and promote self-service options to improve accessibility.

Responsibilities

• To answer calls from residents using our Call Centre technologies.
• To answer emails from residents using digital email technology.
• To listen attentively to customer requirements, ask pertinent questions to establish facts to gain a full understanding of the customer’s needs.
• To maintain customer service standards by answering customers’ telephone calls and emails, being courteous, welcoming and professional at all times.
• Once the customers’ needs are understood, give them the support and confidence to self-serve to answer their own query or by using Council equipment with a view to use their own where possible in the future.

Skills

Customer service

Job description

Customer Information Guide

Ref: 185030

Salary: £26,824 p.a. plus benefits

Please note: 3.3% national pay award increase to be applied in October.

37 hours per week

12 Month Fixed-Term Contract

Monday - Friday 9am-5pm

Swindon Borough Council are on an exciting journey to transform service delivery. We want our town to be the best it can be. Our ambitious vision in the new Swindon Plan is supported by realistic transformation programmes, with the people of Swindon at their heart. Because that's who we're doing it for - the communities and businesses that make our town great. As part of the Council, you'll support a friendly local authority making decisions with real impact. It's all for better public services. Better processes. And a better quality of life, for everyone. Join us, and Swindon will be better with you.

Your next role

Support the residents of Swindon to access the many services provided by the council. To deliver an evolving support service whereby we encourage and support residents to access information online.

Understanding the resident’s needs and signposting relevant support services either inside or outside of the Council. Giving information on Council Services where it’s not available, escalating queries and requests for work to the relevant service area.

Key responsibilities include:

• To answer calls from residents using our Call Centre technologies.
• To answer emails from residents using digital email technology.
• To listen attentively to customer requirements, ask pertinent questions to establish facts to gain a full understanding of the customer’s needs.
• To maintain customer service standards by answering customers’ telephone calls and emails, being courteous, welcoming and professional at all times.
• Once the customers’ needs are understood, give them the support and confidence to self-serve to answer their own query or by using Council equipment with a view to use their own where possible in the future.

Your next package

Please see our Rewards and Benefits offer for more details.

As an employee, you will receive a diverse and exciting environment in which to work, encouraging creativity and innovation whilst recognising the need to support ongoing personal development and a flexible work life balance.

For Swindon to thrive in the future, we need to lay the foundations now. It's why our regeneration and transformation programmes are already underway. So, you'll be joining us at an exciting time on our journey. We'll look to you to share your knowledge, influence decisions and drive real, positive change. With your contributions, we'll achieve our vision of a prosperous, re-vitalised Swindon together. And you'll be proud to say it was made better with you.

Please see our Vision and Values page for more details and our new Swindon Plan.

Potential applicants are sometimes put off if they don't meet 100% of the requirements. We think individual experience, skills and passion make all the difference, so if you meet the majority of the criteria, we'd love to hear from you.

As an inclusive employer, we welcome applications from a diverse range of communities, and in particular disabled people and people from ethnic minorities. Read our statement of commitment to equality & inclusion.

For further information about the role please contact Dean Hall, Customer Services Team Leader at [e-mail]

Closing date: 10 September 2026

Interview date: 17 & 18 September 2026