Customer Service Advisor

Staffordshire County Council; Stafford; On-site; GBP 24,000 - 30,000; Full time

Job summary

A local government authority in Stafford is seeking a customer service representative for its Contact Centre. The ideal candidate will excel in communication, handle a high volume of calls, and have a passion for providing excellent customer service within a supportive team environment. Responsibilities include assisting customers primarily in Adult Social Care and maintaining knowledge of relevant processes and policies. Opportunities for flexible working after meeting performance targets are available.

Benefits

Flexible working options

Comprehensive training

Support for career development

Qualifications

• Experience in a Contact Centre environment.
• Ability to handle a high volume of calls.
• Passion for delivering excellent customer service.
• Judgement to resolve queries effectively.
• Self-motivated and able to work as part of a team.

Responsibilities

• Serve as the first point of contact for customers.
• Assist with queries related to Adult Social Care and other services.
• Listen and investigate customer needs.
• Work independently and within a team.
• Maintain knowledge of processes and policies.

Skills

Excellent communication skills

Interpersonal skills

Listening skills

Empathetic approach

Ability to work under pressure

Job description

Do you thrive on delivering excellent customer service and making a real difference every day?

Do you enjoy injecting your excellent interpersonal skills to build relationships with customers to provide the service they deserve?

Then read on to learn more about our exciting role on offer!

You will join our vibrant, welcoming and supportive Contact Centre within the Customer Service team who are proud of the high level of service we provide for our customers.

We are a people business - excellent customer insight and experience needs to be at the heart of everything we do. Customers today have high expectations; their experience of using council services should not be second rate.

We aim to meet customer needs by giving consistent information, advice and support at their convenience.

• A service that offers ease of access and intuitive navigation
• Consistent and high-quality contact management
• A service driven by customer insight and demand analysis
• A service that is delivered through appropriate delivery channels
• A service which has resilience and scale
• A service that is efficiently delivered

The hours for this role are: 9:00am - 5:00pm Monday to Friday.

Main Responsibilities

As the first point of contact for our customers, you will use your excellent communication skills and professional and friendly manner to support customers with queries or complaints.

You will also be:

• taking a high number of calls per day, assisting members of the public in a range of services which will predominantly Adult Social Care and Adult Safeguarding, also including General Enquiries and Registration Services.
• required to listen, probe and investigate enquiries to determine the underlying needs of the customer, escalating queries where necessary.
• required to work using your own initiative and judgement as well as work effectively as part of a team.
• developing and maintaining a strong level of knowledge regarding processes and policies.

The Ideal Candidate

This role is primarily office based, with the option to work from home once performance and quality targets are consistently achieved.

For this role you'll:

• have experience of working in a Contact Centre environment
• be currently working in a busy Contact Centre, taking a large number of calls
• be passionate about delivering the best customer service possible
• be able to use own judgement to resolve queries and complaints quickly and effectively
• have excellent listening skills and an empathetic approach when addressing issues or complaints
• be self motivated and able to work under pressure
• be able to contribute new ideas to help deliver personal and team performance

Successful candidates will be supported to develop in this role through a week's comprehensive training in our Stafford office as well as continuous support and development to enable you to reach your full potential.

We're happy to talk flexible working.

For an informal chat about this role please email Charlotte Pinks, Team Leader - [e-mail]

Interviews to be held: Thursday 19 February 2026.

Our Recruitment Process: We anonymise applications during shortlisting to ensure only relevant information is considered. Please complete your application fully, especially the supporting statement, to highlight what you'll bring to the role.

About Staffordshire County Council

We are no ordinary county council:

Our Values:

The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.

Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy:

We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future.

We look forward and race ahead - that goes for your career too.

Our benefits

We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and achieve a healthy work-life balance.

In addition to your salary, as a member of staff, you will have access to Our rewards and benefits - Careers at Staffordshire

Recruitment Process

As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment.

Equal Opportunities

Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all backgrounds and communities.

As part of our commitment as a Disability Confident employer, a GoldAward Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post.