Customer Service Advisor

The Guildhall Northampton; Towcester; On-site; GBP 30,000 - 31,000; Full time

Job summary

West Northamptonshire Council seeks a Customer Service Advisor to be at the heart of its services, helping residents, businesses and visitors access support and information across face-to-face, telephone and digital channels.

You will gather information, provide accurate guidance at first contact, promote self-service options and contribute to continuous improvement while upholding THRIVE values.

Qualifications

• Experience of working in a customer service environment.
• Able to listen, understand customer needs and provide clear information.
• Comfortable working across different communication channels.
• Remain calm under pressure and handle challenging situations.
• Team player who embraces THRIVE values.

Responsibilities

• Provide advice, guidance and support across a broad range of Council services, resolving enquiries at the first point of contact wherever possible.
• Assist customers via face-to-face, telephone and digital channels, directing to the most appropriate service.
• Promote self-service options and digital solutions to help customers access services.
• Contribute to continuous improvement and uphold high standards of customer service.
• Work as part of a collaborative team supporting THRIVE values.

Job description

About the Role

At West Northants Council, it’s about our people and the difference they make. As a Customer Service Advisor, you’ll be at the heart of the services we provide, helping residents, businesses and visitors access the support and information they need. Working within our Customer Services team, you’ll be one of the first points of contact for the Council, delivering excellent customer service and helping customers navigate a wide range of Council services.

This is a rewarding opportunity for someone who enjoys helping people, solving problems and making a positive difference every day. Whether supporting customers face-to-face in our reception and One Stop Shop services or through our Contact Centre, you’ll play an important role in delivering a positive customer experience and helping our communities thrive.

What will you be doing?

You’ll provide advice, guidance and support across a broad range of Council services, helping customers resolve enquiries at the first point of contact wherever possible. Using a range of systems and digital tools, you’ll gather information, provide accurate advice and ensure customers are directed to the most appropriate service or support.

Working in a fast-paced and customer-focused environment, you’ll support customers through face-to-face, telephone and digital channels, adapting your approach to meet individual needs. You’ll also promote self-service options and digital solutions where appropriate, helping customers access services in a way that works best for them while ensuring vulnerable residents continue to receive the support they need.

As part of a collaborative team, you’ll contribute to continuous improvement, maintain high standards of customer service and help deliver the Council’s Customer Service Excellence ambitions.

Assessment Centre

We are planning to hold an assessment centre for shortlisted candidates on Wednesday 14 October, so we encourage applicants to keep this date available.

About You

You’re a customer-focused individual who enjoys working with people and takes pride in delivering excellent service. You’re a confident communicator, able to listen, understand customer needs and provide clear, accurate information in a professional and supportive manner.

You’ll have experience of working in a customer service environment and be comfortable working across different communication channels. You’re able to remain calm under pressure, manage challenging situations sensitively and work effectively in a target-driven environment while maintaining a high level of accuracy and attention to detail.

Most importantly, you’ll be a team player who is adaptable, positive and committed to making a difference. You’ll share our THRIVE values and our ambition to provide outstanding customer service to everyone who lives, works and visits West Northamptonshire.

Our benefits

You can also see our full list of employee benefits on our careers site here: Why you should work for us | West Northamptonshire Council.

About Us

At West Northants Council, it’s about our people. People who thrive with ambition, bubble with new ideas, demand better ways of working, caring about every detail, and who never shy away from a challenge. Our culture is a gateway for new experiences. A place to forge new opportunities. To empower you in your career and unite you with like-minded people.

Our vision is ‘to make West Northants a great place to live, work, visit and thrive’. We truly stand by this and work hard every day to make this a reality. Our corporate values, THRIVE, stand for: Trust, High Performance, Respect, Innovate and Empower, they underpin everything we do and how we deliver services.

We are committed to ensuring diversity, equality, equity, and inclusion is woven into the fabric of WNC and everything we do, to enable all colleagues to develop and maximize their full potential. We are a disability confident employer, a member of the Armed Forces Covenant, and a Care Leaver Covenant partner.

Additional Information

If you need additional support or reasonable adjustments during the application process, including needing the job description in another format or language, please email [e-mail] for support.

West Northants Council, where careers thrive.

Job Details

• Salary £29,716 - £31,251
• Salary Frequency Annual
• Working Hours 37
• Job Reference Ref/162341/9077
• Contract Type Full Time
• Closing Date 14 September, 2026
• Job Category Customer Services
• Location Northampton, Daventry or Towcester, United Kingdom
• Job Posted Date 24 August, 2026