Customer Service Advisor

Ipswich Borough Council; Ipswich; Hybrid; GBP 20,000 - 30,000; Full time

Job summary

A local government authority in Ipswich is looking for a Customer Services Representative to work in a busy contact centre. Responsibilities include providing exceptional service by responding to customer enquiries via phone, email, and in-person. Candidates should possess strong communication skills and relevant qualifications. This hybrid role offers a fixed term contract until March 2026, with a minimum of 2 days per week in the office, alongside various benefits including a pension scheme and professional development opportunities.

Benefits

Generous holiday and sick pay

Subsidised parking

Public transport discounts

Free swimming and gym membership

Cycle purchase scheme

Career development opportunities

Qualifications

• Proven track record in front line customer services.
• Ability to communicate detailed information to customers.
• Enjoy working with members of the public.

Responsibilities

• Provide high standards of customer service via telephone.
• Respond to and resolve a wide range of enquiries.
• Promote self-service to customers.

Skills

Excellent communication

Problem-solving

Customer service

Telephony skills

IT skills

Education

Maths and English GCSEs at pass level

NVQ level 1 in Customer Care

Tools

MS Outlook

Internet software

Job description

Ipswich Borough Council & Customer Services Team is a fast paced, growing service. Putting customers at the heart of everything we do and getting it right first time is our priority.

Day to day

Working in our busy contact centre you will be required to provide high standards of customer service, responding to, and resolving a wide range of enquiries as the first point of contact by telephone. Some email and face to face customer interaction may also be required.

About you

You must demonstrate a proven track record in front line customer services, and possess excellent communication, problem solving skills and enjoy working with members of public. You will have Maths and English GCSEs at pass level or NVQ level 1 in Customer Care, excellent knowledge of MS Outlook, the internet or similar software.

You will need excellent telephony and IT skills and the ability to communicate detailed information and promote self-service to customers. You will be passionate about getting it right first and provide a prompt, courteous and knowledgeable service.

You will be required to work within a shift pattern covering the operational hours of 8.30am to 5.00pm Monday to Friday.

This post is offered on a fixed term basis to 31.03.2026.

This is a hybrid working role, after you have completed your training (with a minimum of 2 days per week working in the office).

As well as a good salary, we offer a career average pension scheme, generous holiday and sick pay entitlements, subsidised parking for work and leisure, public transport discounts, free swimming and gym membership, cycle purchase scheme, plenty of personal and professional development opportunities, hybrid working opportunities, Employee Assistance Programme, and the opportunity to work with great colleagues.

What you can expect from us

We offer a comprehensive training package, including 1-2-1 training, ongoing development, and support. You will be part of busy and target driven contact environment, delivering excellent customer service on behalf of Ipswich Borough Council.

For more information about this role please contact: Katrina Strzelec at: [e-mail]. If you require any assistance or reasonable adjustments during the application or recruitment process, please let us know so that the appropriate arrangements can be put in place.

Please download the Job Description and Person Specification to find out more about this role: Job Description and Person Specification

Interviews will be held on the 24th of October 2025.

Early applications are encouraged as we reserve the right to interview candidates who meet the essential criteria prior to the closing date and / or to close the opportunity to applicants once we receive sufficient applications.

Please note CVs are not accepted.

DBS clearance is required for this role.