Customer Service Adviser (First Line)

Adur & Worthing Councils; Worthing; On-site; GBP 30,000 - 32,000; Full time

Benefits offered by this job

Generous leave entitlement

Occupational Health

Employee Assistance Programme (EAP)

Employee resource groups/networks

Buddy Support Programme

Flexible working options

Job summary

Adur & Worthing Councils are hiring a Customer Service Adviser (First Line) on a fixed term contract until 31 March 2027. Based at Worthing Town Hall, you will handle frontline enquiries in person and by phone across multiple council service areas.

You will need strong communication skills, resilience and a customer-focused approach to resolve enquiries using IT systems, with 37 hours per week Monday to Friday.

Qualifications

• Experience in customer service is beneficial.
• Able to work across multiple council service areas.
• Strong communication and resilience when dealing with distressed customers.

Responsibilities

• Provide information and advice to customers on council services.
• Handle telephone calls and visitors to the council.
• Use IT systems to resolve enquiries and support service improvement.

Job description

Customer Service Adviser (First Line) - Fixed term contract until 31st March 2027

Post No

42115

Starting from £29,542 to £32,046 per annum

Grade

Grade 4

Hours

37 hours per week - Monday to Friday 8:30am - 17:00pm

Place of work

Town Hall, Worthing
Primarily Contact Centre based, in the Town Hall. Could be called to work at any of Adur and Worthing Council’s customer contact locations.

22nd November 2026 at 23:55 pm

Interviews

TBC

Adur and Worthing Councils place the customer at the very heart of their business and are committed to the communities we represent.

We are looking to recruit an enthusiastic, professional and confident individual who thrives on providing great customer service.

You will need to provide information and advice to customers regarding 16+ different council service areas both face to face and on the telephone. Customers who contact us can be vulnerable, frustrated or distressed, so high levels of personal resilience and sophisticated communication skills are essential.

We expect all team members to be able to work flexibly. The role is based within our Contact Centre in Worthing Town Hall, but you will be asked to provide assistance when needed at our face to face offices in Worthing and Shoreham.

This role provides a crucial front line service for the Councils so you will need an ability to confidently handle telephone calls and visitors regarding Council business and to use IT systems to resolve customer enquiries effectively.

Previous customer service experience and knowledge of Council business would be useful, but training will be given. We are looking for hardworking, adaptable advisers committed to ensuring excellent customer service, even when the council is unable to provide the resolution the customer desires.

Advisers are often approached for input when the Councils are looking to improve services, so the right applicant will be comfortable in actively assisting in continual service improvement work.

The successful candidate will be subject to a Basic DBS clearance and three years employment referencing.

Equity, inclusion and accessibility

At Adur & Worthing Councils we welcome and encourage applications from everyone, as this helps us build a diverse and talented workforce, that reflects the communities we serve. We ensure our approach to recruitment is flexible and supportive to enable all applicants to be at their best and have the best possible chance of success.

If you have a disability, are a veteran, are a care leaver under 25 at the time of application, or are on The Connect to Work Scheme and you meet the essential criteria for the role, you will be guaranteed an interview. Please confirm how you meet this criteria in the “Showing how you meet the person specification and job description” section of the application form.

Staff are our most important asset and we therefore have a benefit package which reflects our continuing commitment to our employees. This includes:

• Generous leave entitlement; a minimum of 26 days + Bank Holiday entitlement
• Occupational Health
• Employee Assistance Programme (EAP)
• Employee resource groups/networks
• Buddy Support Programme
• Flexible working options

We are committed to promoting a diverse and inclusive community - a place where we can all be ourselves and succeed on merit. Staff work in a supportive and safe environment, recognising their responsibility to value and respect each other’s contributions. Standards of conduct must be of the highest level to ensure that no-one is harassed, bullied or victimised. We offer a range of family friendly, inclusive employment policies, staff engagement forums and are keen to hear from applicants from a variety of different backgrounds.

Fair, Green & Local - Please see link below to our corporate plan with our key priorities for Adur and Worthing (2025-2028):

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