Customer Service Advisor

Newcastle City Council; Newcastle upon Tyne; On-site; GBP 20,000 - 24,000; Part time

Job summary

A local government authority in Newcastle upon Tyne is seeking a dedicated customer service representative to assist in its Contact Centre. The role offers flexible out-of-hours shifts and a supportive work environment with comprehensive training. Candidates should be positive, calm under pressure, and passionate about helping others. Benefits include a competitive salary and access to various employee schemes.

Benefits

Competitive salary

Local Government Pension Scheme

Flexible working hours

Cycle2work scheme

Full training and support

Qualifications

• Positive attitude and a passion for helping people.
• Ability to remain calm under pressure.
• Delivering first-class customer service.

Responsibilities

• Answer queries related to Newcastle City Council.
• Assist vulnerable customers following incidents.
• Manage queries across multiple shifts.

Skills

Customer service

Calm under pressure

Flexible working hours

Job description

New Year – New job?

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! The opportunities we have are out of hours, which means you could see yourself earning more money with our generous shift enhancements.

The Contact Centre, based in Longbenton, answers queries for anything related to Newcastle City Council; these can range from reporting repairs to helping vulnerable customers following a fall.

We have the following out‑of‑hours patterns available:

• Monday – Friday: 11:00 am – 7:00 pm (11:30 am start on a Tuesday)
• Monday – Friday 11:00 am – 7:00 pm (11:30 am start on a Thursday)
• Monday – Friday: 12:00 pm – 8:00 pm (12:30 pm start on a Thursday)
• Monday – Friday: 3:00 pm – 11:00 pm (3:30 pm start on a Thursday)
• Monday – Friday: 4:00 pm – midnight (4:30 am start on a Tuesday)
• Saturday and Sunday rotating hours: 7 am – 5 pm, 8 am – 6 pm and 11 am – 9 pm

This pattern includes working every bank holiday including Christmas and New Year. It is 19.92 hours, but can be topped up to 37 hours with some additional week‑day shifts.

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).

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 that 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 programme to enable you to feel confident in your role. The Contact Centre is based in a great location no matter how you commute, a Lidl next door and excellent public transport links.

Benefits

• Competitive salary and Local Government Pension Scheme.
• Flexible working hours and agile working options.
• Opportunities to buy extra leave and access to salary sacrifice schemes.
• Cycle2work scheme.
• Access to a salary sacrifice home electronics scheme.
• Full training and support, including Health Assured Employee Assistance Programme.
• Preferential access to internal job opportunities.
• Culture that supports learning, development, and innovation.

If you have any queries about the role, please contact Jilli Kyne – [e-mail]

The planned start date for the role will be in January 2026, so if you are looking for a fresh start for the New Year with a new challenge, submit your application now!

Please note the recruitment will involve a telephone sift prior to a recruitment day. The telephone interviews are planned to take place week commencing 8th December, with successful applicants being invited to a recruitment day taking place week commencing 15th December.

Apply online at www.northeastjobs.org.uk, select “Apply Now” and complete our online application form. Before completing the form, please ensure you read the supporting documents.

Any communication sent to you regarding your application will be sent to the email address you have set up on your Northeast Jobs account, so you will need to ensure that you check your inbox.