Customer Service Advisor

Nottingham City Council Housing Services; Nottingham; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A municipal council is seeking a Customer Services Advisor to handle customer inquiries about housing. This hybrid role requires excellent communication skills and experience in a fast-paced environment. The starting salary is £25,583, with potential for growth. Benefits include a supportive work culture and competitive pay. Apply by 21st September 2025.

Benefits

Competitive pay

Generous pension scheme

Innovative work culture

Qualifications

• Experience of working in a fast moving, pressurised environment.
• Knowledge and experience of using contact centre technology.
• Good interpersonal skills and a proven ability to communicate effectively.

Responsibilities

• Handle a high volume of customer enquiries via telephone and email.
• Provide advice and support on housing-related matters.
• Account management and rent arrears resolution.

Skills

Experience in fast-paced environments dealing with complex data

Knowledge of contact centre technology

Good interpersonal skills

Ability to communicate effectively

Teamwork skills

Job description

Overview

Role: Customer Services Advisor

Contract Type: Permanent

Worker Type: Hybrid Worker (mix of office and home working)

Salary: Grade C - Starting Salary is £25,583 (Level one) rising to £26,403 (Level three), pro rata for part-time (actual pro rata amount: £12,791.50 to £13,201.50 per annum)

Location: Loxley House, NG2 3NG

Working Hours: Our customer service centre operates between the hours of 7am – 9pm Monday to Friday and 9 am – 5pm on Weekends and Bank Holidays. We have a number of shifts available – please include in your application which of the following shifts you are interested in:

• Shift 1: Monday – Friday 8.30am – 4.30 pm (37 hours per week)
• Shift 2: Monday – Friday 9am – 5 pm (37 hours per week)
• Shift 3: Wednesday, 8:30 am – 12:30pm, Thursday and Friday, 8:30am – 4:30 pm (18.5 hours per week)

*Please note if you are successful, you will need to undertake a 6 week training period 9am - 5pm, Monday - Friday and attend our Loxley House site every day during this training period. Employment start date is 24th November 2025 – note this is subject to change.

We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been looking for? Read on to find out more…

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement and access to a generous pension scheme, we strive to create an innovative, inclusive and progressive work culture where everyone is supported to do and be their very best.

In return, we are looking for people like you - people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

* You can read more about the different benefits offered to colleagues working for Nottingham City Council here.

About the Role

We are seeking proactive and customer-focused individuals to join our busy Customer Service Centre team. As a Customer Services Advisor, you will be responsible for handling a high volume of customer enquiries via telephone and email, providing advice and support on a wide range of housing-related matters including repairs, rent payments, tenancy and estate management.

This is a dynamic role within a 24/7 service environment, requiring excellent communication skills, a positive attitude, and the ability to deliver high standards of customer care. You will also play a key role in account management, rent arrears resolution, and customer satisfaction monitoring, while maintaining confidentiality and adhering to relevant legislation and internal procedures.

About You

The ideal candidate will have:

• Experience of working in a fast moving, pressurised environment dealing with complex levels of data and conflicting priorities
• Knowledge and experience of using contact centre technology/bespoke IT systems
• An awareness and understanding of equality issues and a commitment to the implementation of Nottingham City Council’s Equality, Diversity and Inclusion strategy and objectives
• Good Interpersonal skills and a proven ability to communicate effectively, including active listening and questioning
• Ability to develop and present written or verbal information in a clear and concise manner
• Ability to work effectively as part of a team

Full duties of the job description can be found here.

Please ensure you demonstrate clearly how you meet the 6 requirements in your CV & supporting document and identify which of the available shifts you are interested in.

At Nottingham City Council we believe that work is what you do, not where you do it. We offer different working arrangements, depending on the role, including hybrid working. Further information on Worker Types and what these mean in terms of how and where you work can be found on the the additional information page.

Closing Date: 21st September 2025 (midnight) - Please note there may be occasions where we close the advert before the closing date and we encourage you to apply as soon as possible.

Interviews:

First stage – brief telephone interview – to be conducted between 8th and 23rd September

Second stage – assessment centre – to be conducted 30th September, 1st and 2nd October 2025

If you have any queries about the role or the recruitment process, please contact us via email:

Job Type: Permanent

Pay: £25,583.00-£26,403.00 per year

Work Location: Hybrid remote in Nottingham NG2 3HX