Customer Service Advisor

Publica Group; Moreton; Remote; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Flexible working

Annual leave 27 days + bank holidays

Pension scheme up to 7%

Employee Assistance Programme

Cycle to work

Health cash plan

Life assurance

Job summary

Publica Group is seeking a friendly, motivated Customer Service Advisor for its Moreton contact centre. You will be the first point of contact for residents, customers and partners, guiding them to council services and ensuring a positive experience.

Join a supportive team, handle enquiries across channels, and provide accurate information with a focus on quality service. Office hours are Monday to Friday, 8.45am to 5.00pm, with five days per week in the Moreton office.

Qualifications

• Minimum five qualifications equivalent to GCSE Grade C/4 or above (or NVQ Level 2 equivalent), including English and Maths.
• Strong IT and keyboard skills, with confidence using a range of software and systems (Microsoft, Google, bespoke apps).
• Experience in a customer-focused environment, ideally in a busy contact centre or similar high-volume setting.
• Excellent communication and listening skills, able to understand customer needs and provide clear information.
• Strong organisational skills and ability to manage competing priorities while maintaining high service levels.

Responsibilities

• Handle enquiries through multiple channels and provide accurate information.
• Resolve issues wherever possible to ensure positive customer outcomes.
• Support residents, customers and partners in accessing council services.
• Deliver high-quality customer service as part of a busy contact centre team.
• Attend the Moreton office five days per week and be adaptable to daily workload.

Skills

Customer-focused

Communication

Organisational skills

IT literacy

Active listening

Education

GCSEs or NVQ Level 2 English/Maths

Tools

Microsoft Office

Google apps

Bespoke applications

Job description

Are you passionate about helping people and delivering excellent customer service?

Do you enjoy working in a fast-paced environment where every day brings something different?

We are looking for a friendly, motivated and customer-focused Customer Service Advisor to join our busy Contact Centre team. In this role, you will be one of the first points of contact for residents, customers and partners, helping them access a wide range of Council services and ensuring they receive a positive experience every time they get in touch.

No two days are the same. You'll manage enquiries through a variety of channels, provide accurate information, resolve issues wherever possible and ensure customers receive the support they need. Working as part of a supportive team, you'll play an important role in delivering high-quality services to our communities.

If you're organised, adaptable and enjoy making a difference through great customer service, we'd love to hear from you.

To be successful in this role, you'll have:

• A minimum of five qualifications equivalent to GCSE Grade C/4 or above (or NVQ Level 2 equivalent), including English and Maths.
• Strong IT and keyboard skills, with confidence using a range of software and systems, including Microsoft, Google and bespoke applications.
• Previous experience in a customer-focused environment, ideally within a busy contact centre or similar high-volume setting.
• Excellent communication skills, with the ability to listen carefully, understand customer needs and provide clear, accurate information.
• Strong organisational skills and the ability to manage competing priorities while maintaining high levels of customer service.
• A positive and professional approach, with a genuine commitment to helping others.

Please note that the office hours are Monday to Friday, 8.45am to 5.00pm. This role is based in our Moreton office and requires attendance five days per week.

For more information about this role please see the Job Description/Person Specification.

Special Conditions

• BPSS Check Required

What we can do for you

• Flexible working arrangements (depending on the role)
• 27 days paid annual leave (pro rata if you are working part time) plus bank holidays and an extra two volunteering days off a year for you to support a charity of your choice
• Renewed again for another year there is a health cash plan giving you cash back on health, dental and eye care
• Pension scheme with a good employer contribution of up to 7% of your earnings
• Employee Assistance Programme 24/7, providing positive, preventative and supportive advice and counselling to deal with everyday events and issues
• Cycle to work scheme
• Salary sacrifice car lease scheme with significant tax and NI savings to be made on electric cars
• Generous sickness cover above statutory entitlements
• Additional income protection, covering 50% of your salary for potentially a further five years if you are unable to work due to sickness or injury
• Life assurance, currently four times your annual salary

Watch our new 'What is Publica' video to see why its great to join us!

About Us

You will be employed by Publica Group Ltd which was created by four partner Councils (West Oxfordshire District Council, Cotswold District Council, Cheltenham Borough Council and Forest of Dean District Council) to deliver more efficient and improved services.

Publica is committed to meeting its statutory and moral duties to safeguard and promote the welfare of children, young people under 18 years of age and adults at risk who are the recipients of its services and/or activities.

Publica is a unique place to work, established to transform the way local services are delivered, fundamentally rethinking the way our services are designed and delivered in a digital era, making us a customer-focused organisation driven by real user needs.