Customer Service Advisor

East Herts District Council; Bishop's Stortford; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Flexible working

26 days annual leave

Employee well-being programme

Job summary

East Herts District Council in Bishop's Stortford and/or Hertford is seeking a Customer Services Advisor on a 6-month fixed-term contract. You will provide frontline support across benefits, council tax, parking and waste, via phone, email and in person.

The role offers flexible working arrangements after training, a supportive team, and the chance to develop IT skills using CRM and Microsoft Office.

Qualifications

• NVQ Level 2 in Customer Service or equivalent experience.
• Ability to multi-task whilst remaining calm and professional in a pressurised, fast-paced customer service environment.
• Experience of dealing with difficult customers and sensitive information.

Responsibilities

• Providing customers with prompt, effective and courteous front-line services via telephone, email and in person.
• Promoting and supporting East Herts online services, whilst offering assisted self-service for customers without the means to use online self-service applications.
• Using CRM and service-specific systems to access information and respond to queries.

Skills

Multi-tasking

Communication

IT systems

Education

NVQ Level 2 in Customer Service

Tools

Microsoft Office

Job description

6 Months Fixed Term

Office-based in Bishops Stortford and/or Hertford, with optional home-working available following training and performance review.

Are you a customer focused individual who would enjoy working as part of a team in a front line service?

Job Introduction

6 Months Fixed Term

Office-based in Bishops Stortford and/or Hertford, with optional home-working available following training and performance review.

Are you a customer focused individual who would enjoy working as part of a team in a front line service?

We are looking for someone like you to join our team! If we are a good fit for you, you will have the opportunity to advise residents across a range of our different services, such as benefits, council tax, parking and waste.

What will you be doing?

• Providing customers with prompt, effective and courteous front-line services via telephone, email and in person
• Promoting and supporting East Herts online services, whilst offering assisted self-service for customers without the means or ability to use online self-service applications without support
• Using technology; including CRM, service-specific case management systems, the internet, intranet and social media to access information in order to respond to customer queries

About You

As an ideal candidate, you will have:

• NVQ Level 2 in Customer Service or equivalent experience
• Ability to multi-task whilst remaining calm and professional in a pressurised, fast-paced customer service environment
• Experience of dealing with difficult customers and sensitive information
• Competency in using IT systems, including Microsoft Office
• Strong communication and interpersonal skills

What can we offer you?

• A stimulating and supportive work environment
• Flexible working arrangements, including flexi-time
• 26 days annual leave rising to 31 days with 5 years' local government service
• Employee well-being programme

Closing date: 25th September 2026 Midnight.

Interviews will be held on: Week Commencing 12th October 2026.

We as a council are ambitious. To find out more about our ambitions and what it’s like working at East Herts, hear from our employees on our careers site.

In accordance with council policy, new appointments will normally be made at the first SCP point of the relevant grade. If, at the offer stage, a candidate can provide clear evidence that their skills and/or experience align with a higher point within the grade, appointment at the next SCP point may be considered. Any such decision must be reviewed and approved by the Director

We are proud to be an equal opportunities employer, valuing diversity and maintaining a firm commitment to providing equal employment opportunities for all employees and applicants. We believe that creating inclusive environments leads to stronger collaboration and better outcomes in our work.

Find out more about our disability confident scheme.

Attached documents:

• Customer Services Advisor JD & PS.pdf -