Customer Service Advisor

Luton Council; Luton; On-site; GBP 23,000 - 32,000; Full time

Job summary

Luton Council is recruiting a Customer Service Advisor - Employability to help residents move closer to employment and achieve their goals. You will provide high-quality information and guidance, handle diverse enquiries, and work with partners to connect customers with the right support.

You will promote digital/self-service options, maintain accurate records and mentor colleagues as needed, contributing to an inclusive and efficient frontline service across the Borough.

Qualifications

• Experience using customer contact and case management systems.
• Numeracy and ability to interpret and apply procedures.
• Fluent spoken English.
• Willingness to travel across the Borough when required.

Responsibilities

• Provide high-quality information, advice and guidance across a range of customer enquiries.
• Support customers through different contact channels and handle complex scenarios.
• Share knowledge with colleagues and help develop their skills and confidence.

Skills

Customer service

Communication

Problem solving

Digital skills

Education

Customer service qualification

Tools

Case management systems

Job description

This role is available UNTIL March 2029. Internal candidates who are permanent employees of Luton Council will be appointed on a secondment basis, while external candidates and other eligible applicants will be appointed on a fixed-term contract UNTIL March 2029.
Current Luton Council employees applying for this opportunity must obtain written approval from their manager before applying (an email will suffice). A copy of this approval must be included with the application, as we will be unable to progress applications without it.
Please note this role does not attract sponsorship.

What You’ll be doing

Are you passionate about helping people overcome barriers and achieve their employment goals? As a Customer Service Advisor - Employability, you'll be at the heart of supporting Luton residents, providing high-quality advice, guidance and practical support to help customers move closer to employment and achieve their aspirations.
You'll handle a range of enquiries and more complex customer needs, working with colleagues, partner organisations and employment specialists to connect customers with the right support. You'll also play a key role in helping colleagues develop their knowledge and confidence, while promoting the Council's digital and self-service options.
This is a varied role where you'll use your customer service, problem-solving and digital skills to make a real difference. You'll keep your knowledge up to date, maintain accurate customer information and contribute ideas that improve how services are delivered and the experience of customers across Luton.

We're looking for a confident and experienced customer service professional who can provide high-quality information, advice and guidance across a range of customer enquiries. You'll be comfortable supporting customers through different contact channels, including handling complex or challenging situations, using your initiative to find solutions and making sound decisions while balancing customer needs with Council requirements.
You'll have strong communication, problem-solving and digital skills, with the ability to quickly understand information, work accurately and maintain clear and concise customer records. Experience of using customer contact and case management systems is important, as is the ability to interpret and apply relevant legislation and procedures. A good level of numeracy and a customer service qualification, or equivalent experience and training, would also be beneficial.
You'll also be someone who enjoys supporting others, with the ability to mentor and help colleagues develop their knowledge and skills. An understanding of equality and the impact of discrimination on service delivery is essential, alongside a commitment to providing an inclusive and professional service. The successful candidate will take ownership of work through to completion, remain adaptable to the changing needs of a frontline service and be willing to travel across the Borough when required., Applicants for this public-facing post will need to demonstrate the ability to converse, and provide effective help or advice, fluently in spoken English
On occasions, we may close a vacancy early due to a very high number of applications being received.
Our ambitious Luton 2040 Vision - that no-one in Luton will have to live in poverty - is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
The people of Luton depend heavily on this council - and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
Please to learn about Luton Council Employee Benefits.