Customer Service Advisor

Newcastle City Council; Newcastle upon Tyne; On-site; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Local Government Pension Scheme

Health Assured Employee Assistance

Training and development

Internal job opportunities

Culture of learning and innovation

Job summary

Newcastle City Council’s Contact Centre in South Gosforth handles queries related to council services, including reporting repairs and assisting vulnerable customers. This is an office-based role requiring a calm, customer-focused approach and a positive attitude.

You will work in a supportive team, with clear guidance from your manager and structured training to develop confidence in your role. The post involves varied shifts, with training blocks and participation in regular team meetings.

Qualifications

• Must be a positive person who thrives on helping people.
• Ability to stay calm under pressure and deliver first-class customer service.
• Office-based role, based in South Gosforth, Newcastle upon Tyne.

Responsibilities

• Answer queries related to Newcastle City Council and its services.
• Assist with reporting repairs and helping vulnerable customers.
• Provide information and guidance to customers over the phone and in person as required.

Skills

Customer service

Communication

Empathy

Job description

The Contact Centre, based in South Gosforth, answers queries for anything related to Newcastle City Council; these can range from reporting repairs to helping vulnerable customers following a fall. This is an office-based role.
If you are a positive person who thrives off helping people, remains calm under pressure and can deliver a first-class customer service, we want to hear from you!
Monday - Friday : 10.30am - 18.30pm (10.00am start on a Tuesday) 37 hours per week Tuesday - Friday: 9:30am to 13.30pm 16 hours per week Tuesday - Friday: 10.00am to 14.00pm x2 16 hours per week Tuesday - Friday: 11.00am - 15.00pm 16 hours per week Saturday and Sunday rotating hours: 7am-5pm, 8am-6pm and 11am-9pm

• This pattern includes working every Bank Holiday including Christmas Day and New Year. This pattern is 19.92 hours, but can be topped up to 37 hours with some additional week day shifts if preferred.

The weekend patterns are inclusive of 4 additional hours each month during office hours (for training, team meetings etc which you will be required to attend). Please note, you must be able to work full-time Monday - Friday 8am - 4pm for approximately 8 weeks for training. Driving and having access to a car is not essential however if you rely on public transport, you must be able to get to and from the office if you are considering a pattern than runs outside of the public transport timetables. Why work for Newcastle City Council? Working for Newcastle City Council will give you a supportive employer with regular contact with your manager helping you every step of the way and a comprehensive training program to enable you to feel confident in your role.

Working for Newcastle City Council means access to:

• Competitive salary and Local Government Pension Scheme.
• Access to salary sacrifice schemes.
• Full training and support, including Health Assured Employee Assistance Programme.
• Preferential access to internal job opportunities.
• A culture that supports learning, development, and innovation