Customer Service Advisor

East Suffolk Council; Lowestoft; Hybrid; GBP 26,000 - 29,000; Part time

Job summary

A local government council in Lowestoft is seeking four enthusiastic Customer Service Advisors. You will provide exceptional service to customers and resolve enquiries in the Revenues & Benefits team. The role includes a mix of office and home working and offers generous leave and training opportunities.

Benefits

Generous leave entitlement

Local government pension scheme

Discounts on various products and services

Training and development opportunities

Qualifications

• Experience in a busy office environment with customer interaction.
• Knowledge of Council Tax and Benefits legislation is advantageous.
• Minimum four GCSEs including English and Mathematics required.

Responsibilities

• Provide exceptional customer service and resolve enquiries at first contact.
• Support the Revenues & Benefits team and maximize customer experience.
• Act as an advocate for customers' needs.

Skills

Customer service

IT competency

Communication

Teamwork

Education

GCSEs at Grade A*- C / 4 - 9 (including English and Mathematics)

NVQ Level 2 Customer Services qualification

Job description

Overview

East Suffolk Council

Address: East Suffolk Council, Riverside, Lowestoft NR33 0EQ and East Suffolk House, Melton, Woodbridge IP12 1RT

Salary: £26,403 - £28,142 per annum FTE

Hours: 22.2 hours per week (Monday, Wednesday and Friday)

Contract: Permanent. Required as soon possible

East Suffolk Council is an exciting place to work and a great place to make a real difference to people\'s lives, delivering vital services to a quarter of a million people across East Suffolk.

Your role:

We are looking for four enthusiastic Customer Service Advisors to join our Revenues & Benefits team specialising in Council Tax and Benefits.

You will join a highly skilled and committed team of professionals delivering the Council\'s Customer Contact Service, offering a first-class customer experience and maximising value for money.

You will provide exceptional, consistent, and holistic customer service by acting as an advocate for our customers, meeting their expectations with empathy and promptly resolving their enquiry at the first point of contact. Commitment to the teams Cultural Values will play a key part in the role in working to these values.

We operate a flexible, hybrid working model consisting of both office and home working. During the training programme most of the time the successful applicants will be office based, if you wish to discuss how that might impact your working arrangements if you were the successful candidate, please contact the recruiting manager listed at the bottom of this advert.

Responsibilities

• Provide exceptional, consistent, and holistic customer service by acting as an advocate for customers and resolving enquiries at the first point of contact.
• Operate as part of the Revenues & Benefits team to deliver a first-class customer experience and maximise value for money.
• Support the Council\'s Customer Contact Service with a focus on Council Tax and Benefits.

What you will need

• Experience of working in a busy office environment and dealing with customers at all levels in a friendly and courteous manner.
• IT competency with the ability to work well as part of a team and using your own initiative.
• Knowledge of Council Tax and Benefits legislation is advantageous; however, full training will be provided.
• Minimum of four GCSEs at Grade A*- C / 4 - 9 (including English and Mathematics), or equivalent.
• An NVQ Level 2 Customer Services qualification would be advantageous.
• For Band 3 you would need 18 months relevant experience and training within a customer services environment.

Why work for us?

• Great opportunities for training and development
• Generous leave entitlement (equivalent to 25 days a year, increasing to 31 days after 5 years\' service, plus bank holidays)
• Local government pension scheme
• Discounts on mobile phones, computers, holiday and travel, fashion and clothing, health and beauty and many other products and services
• Please see our benefits brochure for further information.

For an informal discussion regarding this post, please contact Daniel Chapman at [e-mail] or on 07557 312715.

Closing date: 12 pm, on 29 September 2025.
Interview date: week commencing 6 October.

How to apply

1. Read the advert and the Job Description and Person Specification
2. Complete the Supporting Statement template. Your statement needs to indicate how you meet each of the criteria contained within the Person Specification. Please use the template provided (other formats will not be accepted).
3. Complete the online application and upload your statement. Please note, CVs are not accepted.
4. For more information, check out the How to Apply section of our Career Site.