Customer Service Advisor

Swale Borough Council; Sittingbourne; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Free parking

LGPS pension

Staff events

Cycle to work

Season ticket loan

Life assurance

Employee Assistance Programme

Job summary

Swale Borough Council is recruiting a full-time Customer Service Advisor to handle a high volume of enquiries by telephone, email and face-to-face at the Sheppey and Sittingbourne reception areas. You will provide accurate information using council systems, delivering a courteous and proactive service to residents.

The role operates 34 hours per week with pattern Monday–Thursday 9am–5pm and Friday 9am–1pm, offering a flexible hybrid working policy and a supportive local authority environment in

Qualifications

• GCSE standard or equivalent, including English & Maths (4+).
• Minimum 6 months in a contact centre or similar role with call handling.
• Strong communication skills and ability to listen and explain clearly.
• Proficient keyboard typing and ability to work across computer systems.

Responsibilities

• Respond to enquiries by telephone, email and in person.
• Talk and type simultaneously to record accurate information.
• Deliver a professional, empathetic customer-focused service.
• Be adaptable and resilient under pressure.
• Assist residents at Swale Borough Council reception points (Sheppey/Sittingbourne).
• Work in a hybrid/office environment with other team members.

Skills

Communication

Typing while talking

Keyboard skills

IT skills

Calm under pressure

Teamwork

Education

GCSE English & Maths (grade 4+)

Tools

Phone system

Job description

We have an opportunity for a full time Customer Service Advisor to join our team. As the first point of contact for Swale residents, you will handle a high volume of enquiries primarily by telephone, while also supporting customers through email and face-to-face interactions at the Sheppey and Sittingbourne reception areas. The role requires providing accurate information and advice using council systems and always ensuring a customer focused approach and experience. This includes:

• Responding to customer enquiries efficiently via telephone, email and in person
• Talking and typing simultaneously to record and provide accurate information and advice
• Delivering a professional, empathetic customer focused service
• Being adaptable and resilient under pressure
  Experience working in a contact centre environment
• Strong communication skills
• Excellent keyboard and IT skills
• A positive, flexible, and proactive approach to work
• The ability to work effectively both independently and as part of a team, Educated to GCSE standard (or equivalent, including English & Maths at a grade 4 or above)
• Experience in an office-based customer service environment (a minimum 6 months in a contact centre or similar role where call handling is the predominant contact channel)
• The ability to work on various computer systems at the same time. You will need accurate keyboard skills with the ability to talk and type at the same time (a quick typing speed would be ideal)
• Excellent communication skills, including listening and using simple language with the ability to remain calm and professional

The Council considers these to be customer focused roles and the ability to converse at ease with customers adapting communication style to suit differing audiences and provide advice in accurate spoken English is fundamental to the role.
This is a full-time position working 34 hours per week on a permanent contract. Working pattern - Monday, Tuesday, Wednesday and Thursday 9am to 5pm, Friday 9am to 1pm About Swale Borough Council Swale Borough Council is a progressive and ambitious Local Authority, located less than an hour from Central London in an attractive and diverse part of Kent involving urban, rural, and coastal areas. We believe that staff are our most valuable asset and we're committed to attracting and retaining the very best. In recent times we have adapted and evolved to meet the current world by introducing a highly flexible hybrid working policy, along with a 34-hour week, recognising that staff wellbeing and work life balance is high on our agenda.

Our Offer A range of benefits including:

• Generous holiday entitlement which increases after 5 years LG service plus bank holidays with the option to buy additional leave.
• Additional 3 days leave given to enable a close down of the offices between Christmas and New year.
• Free parking
• Invitations to staff events to celebrate success and support wellbeing that include holistic therapies and outdoor activities
• Employee Assistance Programme which provides confidential & independent information and access to counsellors
• Local Government Pension Scheme (LGPS) with valuable life cover and financial protection for your family.
• Life Assurance - three times your annual salary (for members of the LGPS)
• Season Ticket Loan - to help with the cost of your rail/ bus journey, to & from work
• Lease car salary sacrifice scheme allowing you to lease a brand-new car. The monthly fee includes insurance, servicing and road tax.
• Annual flu vaccine
• Cycle to work scheme
• Staff benefits discounts on leisure, eating out, holidays and shopping
• Excellent learning and career opportunities for committed individuals
• A professional fee payment, if required for the role