Customer Service Advisor

Wrexham County Borough Council; Wrexham; On-site; GBP 10,000 - 40,000; Full time

Job summary

A local government authority in Wrexham seeks a Customer Services Adviser to join their Contact Centre. The role entails providing excellent customer service, managing enquiries over the phone and face-to-face, and handling sensitive information. Fluency in conversational Welsh is required, alongside strong communication and computer skills. This position offers a supportive working environment with comprehensive training and benefits such as flexible working arrangements and a robust pension scheme.

Benefits

Membership in the Local Government Pension Scheme

Flexible working arrangements

Generous annual leave up to 32 days

Discounted leisure membership

Employee assistance programme

Health and well-being resources

Qualifications

• Experience in a front-line customer service role.
• Ability to handle sensitive information professionally.
• Flexibility to undertake various reception and payment duties.

Responsibilities

• Provide first point of contact support for clients.
• Handle benefits and Council Tax enquiries.
• Perform reception duties in a Contact Centre environment.

Skills

Customer service skills

Excellent communication skills

Welsh conversational skills

Computer skills

Comfort using new technology

Job description

Do you have the skills to provide the highest level of customer service at all times and believe in treating everyone as an individual? Do you have experience as the first point of contact for clients, able to deal with calls and enquiries professionally and in a timely manner? Then you could be a Customer Services Adviser as part of the Council’s Contact Centre.

As a Disability Confident Committed Employer, the Council ensures accessible recruitment and support for disabled employees, including offering a guaranteed interview where essential person specification items are met. Veterans will also receive guaranteed interviews under the Armed Forces Covenant if eligibility criteria are met.

• Enjoy working in a front‑line environment.
• Have excellent communication and computer skills.
• Are comfortable using new technology in a changing environment.
• Are keen to contribute to team objectives.
• Want to give local people the best possible service.

This exciting role offers a diverse working environment. The successful candidate will work across various sections, including undertaking reception duties, taking payments, answering telephone calls in a Contact Centre environment and dealing with benefit and Council Tax enquiries. Applicants must be able to deal with the public face‑to‑face and over the telephone on a wide range of issues, often including sensitive information.

Duties are rotational and the ability to be flexible in terms of duties undertaken is essential. This Welsh‑essential post requires good conversational Welsh. If you have not used your Welsh in a while, further support can be given, including access to accredited Welsh language courses. Applicants are encouraged to apply in Welsh, however this is not essential as spoken Welsh is the key skill required in this particular role. Whilst knowledge of Council Services would be an advantage, comprehensive training is provided.

Benefits

• Membership in the Local Government Pension Scheme
• Flexible working arrangements
• Generous annual leave up to 32 days
• Family‑friendly policies supporting caring and family commitments
• Work‑life balance and flexi time (dependent on role)
• Discounted leisure membership
• Access to the Wrexham Reward Scheme with discounts off leading retailers nationally and locally
• Health & well‑being resources, for example:
• Healthy & Well‑being Champions
• Employee assistance programme with advice on staying healthy financially, mentally or physically:
• Counselling (available 24/7, 365 days a year)
• In‑the‑moment emotional support (available 24/7, 365 days a year)
• Option to set health‑boosting goals with small, sustainable lifestyle changes
• Connect health apps to track physical health and meet progress goals
• Blogs, videos, recipes and more resources providing inspiration and motivation
• Identify risks of developing leading lifestyle‑related diseases with mental and financial scores
• Legal, financial and consumer advice
• Health and wellbeing events and campaigns throughout the year (e.g., November Health Day, Time to Talk Day, Mental Health Awareness Week, Sun Awareness Week, Menopause Week, Financial Health Week)
• Menopause Café and guidance
• Unpaid Carer Café and guidance

Our Council is a unitary authority delivering a wide range of services aimed at improving the lives of Wrexham residents and surrounding communities. We are committed to collaboration with local and national partners, focusing on sustainable development, community wellbeing, and innovation. With a workforce of around 5,500, we offer diverse roles, training and development, and rewarding career opportunities. We value bilingualism in English and Welsh and welcome applicants from all backgrounds.

Our Council Plan (2023‑28) sets out our priorities for this period and we deliver these by following the Nolan Values of public life (self‑lessness, integrity, objectivity, accountability, openness, honesty and leadership) as well as our own Corporate Values.