Customer Service Advisor

Welwyn Hatfield Borough Council; Hatfield; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Flexible working

Free parking

Access to electric pool cars

Job summary

Welwyn Hatfield Borough Council is seeking a friendly Customer Service Advisor to be the first point of contact for callers across phone, email, and Live Chat. You will log requests in CRM and housing systems, provide accurate information, and support residents with a wide range of queries.

We value excellent communication, a positive professional approach, and a passion for delivering outstanding customer service.

Qualifications

• Clear and confident communication across all contact channels.
• Professional and courteous with customers.
• Proficient with CRM and housing management systems.
• Ability to stay calm and helpful during challenging conversations.
• Demonstrates a genuine passion for delivering great customer service.

Responsibilities

• Help customers across all contact channels (phone, email, Live Chat).
• Provide clear, accurate information to enquiries.
• Log service requests in CRM and housing systems (e.g., housing repairs, missed bins, parking).
• Support customers with a wide range of queries.
• Be the first point of contact on the reception desk; respond with professionalism.

Skills

Excellent communication

Positive professional approach

Confidence with digital systems

Calm under pressure

Customer service passion

Tools

CRM systems

Housing systems

Job description

We are expanding our Customer Service team and looking for a friendly, motivated advisor to join our team.

As a Customer Service Advisor, you will be the initial point of contact for the majority of customer enquiries. You'll handle enquiries by phone, email, and Live Chat, aiming to resolve issues first time and deliver a great customer service for our Landlord and Council services.

Your responsibilities:

• Help customers across all contact channels
• Provide clear, accurate information
• Log service requests and other customer queries, such as housing repairs, missed bins, parking enquiries, planning enquiries, in our CRM and housing systems
• Support customers with a wide range of queries
• First point of contact on the reception desk, If you enjoy helping people and want a role where you can grow, we'd love to hear from you. For an informal conversation about the role, please contact our Customer Service TeamLeader - Husan Mahmud -, We offer the Local Government Pension Scheme, which is a defined benefits scheme. Curious about how much a pension with Welwyn Hatfield Borough Council could be worth? Take a look at this public sector to find out.

Our COREvalues-Collaborative, Open, Responsible, Excellent guide everything we do!

Closing date for applications is 18 October 2026

Remote assessments will be held on 22 October 2026

Face to face interviews will be held on 29 October/2 November 2026

Please note we do not offer sponsorship for employment in the UK.

We recommend that you download the role profile as this will be unavailable once the advert closes.

We reserve the right to close this vacancy early if we receive a high volume of suitable applications. Early applications are therefore encouraged.

We are changing:

Welwyn Hatfield Borough Council (WHBC) is undergoing Local Government Reorganisation (LGR). If you are employed by WHBC on 1 April 2028, it is expected that the majority of roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings - Protection of Employment) principles.

LGR is one of the biggest changes in local government we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better.

We are looking for candidates with:

• Excellent communication skills
• A positive, professional approach
• Confidence using digital systems (training will also be provided)
• Ability to stay calm and helpful during challenging conversations
• A passion for great customer service

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential in this post.

This is a career graded post (Level 1-2) with training,support and progression opportunities.

• We offer the Local Government Pension Scheme
• an attractive working environment in the heart of Welwyn Garden City
• flexible working
• free parking
• access to electric pool cars
• a minimum of 25 days annual leave each year

You can also see our full list of employee benefits on our careers site here s