Customer Service Advisor

East Herts District Council; Hertford; Hybrid; GBP 30,000 - 32,000; Part time

Benefits offered by this job

Flexible working

Annual leave increase

Job summary

East Herts District Council in Hertford/Bishops Stortford is recruiting for a front-line customer service role on a fixed-term contract. You will advise residents across benefits, council tax, parking and waste, delivering prompt and courteous service in person, by phone or email.

The role offers flexible working arrangements after training, with 37 hours per week and a salary of £30,023–£32,046. Training and performance reviews underpin the progression and potential for hybrid home-working.

Qualifications

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

Responsibilities

• Provide front-line services via telephone, email and in person.
• Promote East Herts online services and assist customers with self-service.
• Use CRM and service systems to respond accurately to queries.

Skills

Customer Service NVQ2

Multi-tasking

Difficult customers

IT skills

Strong communication

Education

NVQ Level 2 in Customer Service

Tools

MS Office

Job description

Hertford and Bishops Stortford , SG13 8EQ

Contract Type: Fixed Term

Salary: £30023 - £32046 (Inclusive of Local Weighting)

Working Hours: 37

Job Category: Communications/ Customer Service and Corporate Support

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

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

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.

The following content displays a map of the jobs location - Hertford and Bishops Stortford

Salary
£30023 - £32046 (Inclusive of Local Weighting)

Job Category
Communications/ Customer Service and Corporate Support