Customer Service Advisor

Publica Group; Folly Gate; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

27 days annual leave + bank holidays +

Job summary

Publica Group Ltd is seeking a Customer Service Advisor to join our busy Contact Centre in the South West England region. You will be one of the first points of contact for residents, customers and partners, helping them access a wide range of services with a positive experience.

Join a collaborative team, manage enquiries across channels, and provide accurate information while resolving issues wherever possible.

Qualifications

• Minimum five qualifications equivalent to GCSE Grade C/4 or above (or NVQ Level 2), including English and Maths.
• Strong IT and keyboard skills with confidence using a range of software and systems.
• Experience in a customer-focused environment, ideally in a busy contact centre or similar high-volume setting.
• Excellent communication skills; listen, understand needs, provide clear information.
• Strong organisational skills; manage competing priorities while maintaining high levels of service.

Responsibilities

• Manage enquiries through multiple channels, provide accurate information.
• Resolve issues where possible and ensure customers receive support.
• Work as part of a supportive team to deliver high-quality services to communities.

Skills

Strong IT skills

Excellent communication

Keyboard skills

Education

GCSE Grade C/4 or above or NVQ Level 2

Tools

Microsoft

Google

Bespoke applications

Job description

Customer Service Advisor

2026-10-01T00:00:00

Location: South West England

Region: South West England

Country: GB

Postcode: EX17 5LG

Contract Type: Any

Employer: Publica Group Ltd

Application Deadline: 2026-11-10T14:05:07.15

About The Role

Are you passionate about helping people and delivering excellent customer service? Do you enjoy working in a fast-paced environment where every day brings something different? We are looking for a friendly, motivated and customer-focused Customer Service Advisor to join our busy Contact Centre team. In this role, you will be one of the first points of contact for residents, customers and partners, helping them access a wide range of Council services and ensuring they receive a positive experience every time they get in touch.

No two days are the same. You'll manage enquiries through a variety of channels, provide accurate information, resolve issues wherever possible and ensure customers receive the support they need. Working as part of a supportive team, you'll play an important role in delivering high-quality services to our communities. If you're organised, adaptable and enjoy making a difference through great customer service, we'd love to hear from you.

To be successful in this role, you'll have:

• A minimum of five qualifications equivalent to GCSE Grade C/4 or above (or NVQ Level 2 equivalent), including English and Maths.
• Strong IT and keyboard skills, with confidence using a range of software and systems, including Microsoft, Google and bespoke applications.
• Previous experience in a customer-focused environment, ideally within a busy contact centre or similar high-volume setting.
• Excellent communication skills, with the ability to listen carefully, understand customer needs and provide clear, accurate information.
• Strong organisational skills and the ability to manage competing priorities while maintaining high levels of customer service.
• A positive and professional approach, with a genuine commitment to helping others.

Please note that the office hours are Monday to Friday, 8.45am to 5.00pm. This role is based in our Moreton office and requires attendance five days per week.

For more information about this role please see the Job Description/Person Specification.

Special Conditions: BPSS Check Required

What we can do for you

• Flexible working arrangements (depending on the role)
• 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
• Renewed again for another year there is a health cash plan giving you cash back on health, dental and eye care
• Pension scheme with a good employer contribution of up to 7% of your earnings
• Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues
• Cycle to work scheme
• Salary sacrifice car lease scheme with significant tax and NI savings to be made on electric cars
• Generous sickness cover above statutory entitlements
• Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury
• Life assurance, currently four times your annual salary

Watch our new 'What is Publica' video to see why its great to join us!

About The Organisation

You will be employed by Publica Group Ltd which was created by four partner Councils (West Oxfordshire District Council, Cotswold District Council, Cheltenham Borough Council and Forest of Dean District Council) to deliver more efficient and improved services.

Publica is committed to meeting its statutory and moral duties to safeguard and promote the welfare of children, young people under 18 years of age and adults at risk who are the recipients of its services and/or activities.

Publica is a unique place to work, established to transform the way local services are delivered, fundamentally rethinking the way our services are designed and delivered in a digital era, making us a customer-focused organisation driven by real user needs.