Customer Service Advisor

Blackburn with Darwen Council; Lancashire; On-site; GBP 26,000 - 27,000; Full time

Job summary

Blackburn with Darwen Council is seeking people-focused individuals to join its Customer Service team. The role involves handling enquiries across digital, voice, and face-to-face channels within a busy contact centre and reception settings.

Training and cross-department support are provided to succeed in either permanent or fixed-term contracts. Ideal candidates will be empathetic, tech-savvy, quick learners and adaptable to changing daily challenges, with a strong commitment to delivering

Qualifications

• Demonstrated customer service skills and empathy.
• Comfort with multiple IT systems and ability to summarise information clearly.
• Willingness to learn across diverse council departments.

Responsibilities

• Handle enquiries via digital channels, telephone, email and social media in a fast-paced contact centre.
• Provide face-to-face support at reception centres across the borough.
• Assist residents with information from Council Tax, Benefits, Registrars, Highways and Environmental Services.

Skills

People skills

Tech-savvy

Fast learner

Adaptable

Job description

The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.

Job details

Salary Grade D, SCP 5-8, £25,583 to £26,824 per annum

Terms and Conditions: Permanent and Fixed Term contracts, Full time 37 hours

Interview Date: w/c 31st August 2026

Why This Role Matters

Every day, our residents rely on us for the essentials - from ensuring their recycling is collected to navigating complex social care. As a member of our Customer Service team, you aren't just answering phones; you are a problem-solver, a guide, and a friendly voice for someone who might be having a difficult day.

We are looking for dedicated individuals to join us on both a permanent and fixed-term basis to help us continue making life easier for our community.

What Your Day Will Look Like

In this role, "variety" is an understatement. You’ll be part of the front-line face and voice of the council, who collectively operate across multiple channels:

• Digital & Voice: Handling enquiries via telephone, email, social media, and live chat in our fast-paced contact centre.
• Face-to-Face: Providing high-quality support at our three reception centres across the borough.
• Expert Navigation: Helping residents with everything from Council Tax and Benefits to Registrars, HIghways, and Environmental Services.

Don't worry if you aren't an expert on local government yet. We provide in-depth training and ongoing support to ensure you have the knowledge and confidence to excel, regardless of your contract type.

Who You Are

We are looking for people who are naturally curious and genuinely empathetic. You’ll be a great fit if you:

• Are a people person: You have a "taste" for great service and can stay calm and patient, even when a situation gets tricky.
• Are tech-savvy: You’re comfortable jumping between multiple IT systems and can summarise complex info into clear, concise notes.
• Are a quick learner: You have the "brain-sponge" ability to retain service knowledge across diverse departments.
• Are adaptable: You enjoy a challenge and like the fact that no two days (or two enquiries) are ever the same.

Ready to Join Us?

If you’re flexible, friendly, and ready to make a real difference in your local community, we’d love to hear from you!

• If you are a previous applicant for this role within the last 6 months and were unsuccessful, please could you refrain from re-applying at this time
• In your application, please feel free to indicate if you have a preference for a permanent or fixed-term role.
• We move fast! We may close this listing early if we receive a high volume of brilliant applications, so get yours in soon!