Customer Service Advisor

Somerset Council; England; Hybrid; GBP 25,000 - 29,000; Full time

Job summary

A local council authority in the United Kingdom seeks a Customer Service Officer to provide high-quality support to public and professionals. Responsibilities include handling enquiries through various channels and offering person-centred advice. Ideal candidates will possess excellent customer service skills and the ability to work under pressure. The role offers a salary range of £25,989 to £28,142 per annum, with a hybrid working model allowing flexibility in the workplace.

Benefits

Annual leave: 25 days plus bank holidays

Employee Assistance Programme

Cycle-for-work scheme

Employee discounts for gyms and cinemas

Pension scheme

Qualifications

• Strong communication skills and confidence to handle high-volume interactions.
• Ability to learn new systems and use multiple technologies.
• Experience in council services is desirable.

Responsibilities

• Act as the first point of contact for council services.
• Handle enquiries by telephone, face-to-face, and online.
• Provide person-centred advice and guidance.

Skills

Excellent customer service skills

Strong communication

Resilience

Good computer skills

Enthusiasm to learn

Professionalism

Fluency in English

Job description

Overview

As a Customer Service Officer you will act as the first point of contact for a wide range of Council services, providing ‘front door’ support to members of the public, professionals and councilors.

Responsibilities

Support and signpost customers to the right services:

• Handle enquiries by telephone, face-to-face and online digital solutions.
• Determine the best way forward using strength-based conversations.
• Provide person-centred advice and guidance for personal care, safeguarding, education, council tax, waste, travel, and other services.
• Signpost to services and organisations best suited to the customers’ needs.
• Work with the team to deliver high-volume, sensitive and emotive interactions.

Qualifications

• Excellent customer service skills – listening, empathy, kindness and understanding.
• Strong communication, strong telephone manner and confidence to handle high-volume interactions.
• Resilience and confidence to handle high volume, sensitive and emotive interactions.
• Good computer skills – confidence to learn new systems and use multiple technologies.
• Enthusiasm to learn about our services and a problem‑solving mindset.
• Professionalism – adherence to processes and confidentiality of interactions.
• Experience is not essential, but experience of council services on a personal or professional basis is desirable.
• Fluency in English – Part 7 of the Immigration Act (2016) requires fluent English.

Schedule & Working Location

• 37 hours per week.
• Office hours: 08:30‑17:00 Monday‑Friday.
• Hybrid working: two days per week in office (after initial training) and remaining days home or office.
• Based at Shape Mendip, Shepton Mallet.

Benefits

• Salary range: £25,989‑£28,142 per annum.
• Annual leave: 25 days plus bank holidays; option to purchase additional leave.
• Health and wellbeing: Employee Assistance Programme, flexible working, cycle-for-work scheme, health screenings.
• Employee discounts: gyms, staff shop, cinema tickets, insurance benefits.
• Pension: automatic enrolment into the pension scheme with optional voluntary contribution.
• Training and development and supportive management.

Application

We welcome applications from a diverse range of backgrounds and experiences. Our diversity statement is included in the personal and professional suitability requirements for the role. If you have any questions before applying, you can contact the hiring manager for a chat.