Customer Service Advisor

Buckinghamshire Council; Aylesbury; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Discounts on cafes/restaurants/shops

Generous pension scheme

Gym discounts

Travel discounts with Arriva

Costco membership

Job summary

Buckinghamshire Council is seeking Customer Service Advisors to join our Customer Service Centre. You will handle calls, forms and live chats, switching between channels to help with registrations, council tax discounts, social care requests and more.

We offer training and support for a Level 2 Apprenticeship and a competitive salary. This hybrid role requires the ability to input data across several systems, maintain accurate notes, and provide compassionate, clear assistance.

Qualifications

• Strong communication skills with customers across channels (phone, email, web chat).
• Ability to input data accurately and work with multiple systems.
• Comfortable handling a high volume of enquiries and multitasking.

Responsibilities

• Handle calls, emails and web chats to resolve customer queries.
• Assist with registrations, discounts, social care and council tax processes.
• Input data across systems and provide clear, accurate notes.

Skills

Customer service

Communication

Problem solving

Multi-tasking

Tools

Data entry systems

Job description

Are you driven by a passion to deliver unparalleled customer service? Possess a flair for technology and a thirst for continuous learning and growth? Look no further, for Buckinghamshire Council offers you a unique opportunity to excel!

We are on the lookout for dynamic Customer Service Advisors who are ready to bring their A-game to our team. This is more than just a job; it's a chance to leave a lasting imprint on your community. With cutting-edge tools at your disposal, robust support for your professional development, and a nurturing, inclusive work atmosphere, this role stands out from the rest!

The opportunity of a Fixed Term Contract for a 12-month term, the potential for career growth and development within the council.

About us

Buckinghamshire Council is a relatively new organisation that combines the strengths and expertise of the previous five councils in the county to create positive change for local people, communities, and businesses. We are firmly focused on the future and have made a clear commitment to serve residents better and to provide stronger representation for Buckinghamshire, both locally and nationally.

At Buckinghamshire Council, we're not just embracing change; we're leading it. We're making big changes, from increasing recycling to improving social care and health education. Join us in our mission to create a brighter future for our communities, where innovation meets compassion, and every voice is heard.

We value hard work and success, and we're proud to offer our employees a range of benefits. We promote a healthy work‑life balance and flexible working arrangements. Our employees enjoy discounts at various cafes, restaurants, and shops, as well as auto‑enrolment in our generous pension scheme. We also offer discounted gym memberships, travel discounts with Arriva, memberships to Costco and much more.

Don't just take it from us, here is what some of our new joiners have had to say:

I knew from the start that the job would be demanding and challenging, but it has turned out to be the most rewarding role; everyone in the CSC is incredibly supportive, kind, and thoughtful… The additional bonus are the colleagues, I have met some great and extraordinary people, who make coming into work so much fun. I laugh every single day I am in the office which makes it the best place to be

On joining Bucks Council I thoroughly enjoyed the recruitment day which gave great insight into how the department works and listening to calls was very helpful and gave me a clearer idea of what the role would be like. Every day is different I started my journey on general enquiries which is now one of my favourite lines and the knowledge I have learned has helped me to deal with other enquiries as I have gained so much experience and knowledge

About the role

Put simply, you'll be the voice of Buckinghamshire Council. Our Customer Service Centre receives around 432,000 calls, 50,000 Contact Us forms and 20,000 web chats every year, between 9.00 am and 5.30pm. We also offer a face to face function at our offices where we assist around 9,000 customers every year. In this varied and vital role, you'll help us provide a helpful and reassuring response.

Switching between phone calls, emails and live web chats, the questions and concerns you answer will be as diverse as the people who contact us. Their enquiries will span everything from registering a birth to obtaining a waste permit, applying for Council Tax discounts to social care support, and more.

Our training will give you a host of specialist knowledge and skills. What's more, we'll support you to achieve a recognised, Level 2 Apprenticeship in Customer Service in your spare time. As we introduce new ideas, systems, and ways of working, you'll enjoy the chance to evolve with us. You'll also benefit from a highly competitive salary, with pay reviews that reward good performance.

In the Customer Service Centre we pride ourselves in giving our team exposure to the wide range of services provided by Buckinghamshire Council and facilitating career progression and are pleased to list social workers, team managers, data analysts, quality standards officers to name a few as our former colleagues who have developed from the start of their career in the Customer Service Centre.

Any-Desk:

As an ‘any-desk’ worker, you'll need to be connected to our network to access digital folders and resources, but this can either be from home or an office location when required. You will be required to work from the office a couple of times a week, depending on your role and team requirements.

About you

Are you a compassionate communicator and a savvy problem-solver?

Whether you're seeking your first full‑time role or looking to build on a great track record of customer service, you'll fit right in here. Because you really care about the people who contact us. Determined to make a difference, you know how to make connections with all sorts of people – by phone, online and in your friendly team. We'll expect you to be computer literate and to input data and use multiple systems at the same time.

The skills to able to take accurate notes and complete forms while speaking with customers is required. Being a good multi‑tasker and able to work at a fast pass is advantageous. We'll provide all the training you need in our systems.

Other information

Please see the attached job summary for further information.

Discover the perfect balance between professional growth and personal fulfilment at Buckinghamshire Council. With our hybrid work style, you'll enjoy the flexibility of working from home and the camaraderie of our Aylesbury or Wycombe office. We are currently operating a hybrid work style with 2 days in the office and 3 days working from home following a successful four month probation period.

Please note: The successful candidate will be expected to work from Walton Street for an initial 6 months and the role will include face to face in our council access point plus and will be specialising in Highways and Revenues and Benefits.

Where our roles are customer-facing and you are required to speak to members of the public, the ability to converse at ease with customers and provide advice in accurate spoken English is essential for the role.

This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

• All unspent cautions and/or unspent convictions

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

Our values and culture

We have a set of values, which our employees have chosen, that represent what we are – Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

• a fair and inclusive culture
• the chance to really make a difference to those around you
• health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
• a unified voice through our Employee Representative Group
• ongoing support, and the opportunity to develop and progress in your career with us
• opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that's why we're working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it's important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and commitments.

We believe our workforce should reflect the diverse communities we service in Buckinghamshire, and are looking for like‑minded individuals to join us in promoting equality, fairness, and inclusion for everyone.

About the Service Area

Our Business Operations service is responsible for delivering high‑quality, cost‑effective business enablement services with a focused approach to customer experience, access channels and service delivery.

We deliver expert advice and guidance on the design and implementation of customer improvement projects and provide access to information, advice and support from a wide range of services through face-to‑face contact and self‑service internet‑based transactions through our Council Access Points.

Business Operations works across a range of services provided by the council. We offer bespoke solutions to front‑line services with an efficient, value‑for‑money business process administration and project support service. The strength of the team is its knowledge of the key support services required to ensure a smooth running of services being provided by the different Business Units.

Our Customer Service Centre is the front door for our residents, and we aim to deliver a professional, helpful and high‑quality service. We pride ourselves on being resilient and adaptable to change, whilst understanding the processes, policies and values held by the council.

We recognise and reward you

Hard work and success deserves recognition. That's why we pride ourselves on the benefits we give our people. We actively encourage a good work‑life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.