Customer Service Advisor - 05353

West Berkshire Council; Newbury; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Training & development

LGPS pension

Family-friendly policies

Local discounts

Wellbeing programme

Annual leave 28 days (+5 after 5 years

Job summary

West Berkshire Council is recruiting a Customer Service Advisor to deliver high-quality information and support to residents. You will handle bookings, applications and payments, while maintaining accurate records and resolving issues promptly to uphold excellent customer care.

The role requires strong communication, organisation and the ability to work both independently and as part of a team within a local government context.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong interpersonal skills with the ability to build rapport with customers.
• Good problem-solving abilities with a proactive approach to resolving issues.
• Organised and able to manage multiple tasks and priorities.
• Team player, but also capable of working independently.

Responsibilities

• Providing accurate information and advice to customers on council services.
• Processing requests and transactions, such as bookings, applications, and payments.
• Troubleshooting and resolving customer issues, ensuring timely resolution.
• Maintaining accurate records of enquiries and interactions.
• Working collaboratively with other teams to fulfil customer requests.

Skills

Excellent communication

Strong interpersonal skills

Problem solving

Organised

Team player

Job description

Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where you can make a real difference to the lives of local residents? If so, we have an exciting opportunity for you to join our Customer Service team at West Berkshire Council as a Customer Service Advisor.

The role

Responsibilities

• Providing accurate information and advice to customers on council services
• Processing requests and transactions, such as bookings, applications, and payments
• Troubleshooting and resolving customer issues, ensuring timely resolution
• Maintaining accurate records of enquiries and interactions
• Working collaboratively with other teams to fulfil customer requests

As part of the Customer Service team, you will report to the Customer Services Team Leader and work closely with your colleagues to ensure the highest standards of customer care are met

The ideal candidate would have the following qualifications, skills and attributes:

• Excellent communication skills, both verbal and written
• Strong interpersonal skills, with the ability to build rapport with customers
• Good problem-solving abilities, with a proactive approach to resolving issues
• Organised and able to manage multiple tasks and priorities
• Team player, but also capable of working independently

Previous experience in a customer service role is essential, ideally within a contact centre or similar environment. Knowledge of local government services would be an advantage but is not essential.

Our offer to you

A Competitive Salary Alongside a Range Of Benefits Including

• Access to a wide range of training and development opportunities
• Generous Local Government Pension Scheme
• Family friendly policies
• A range of local discounts
• Wellbeing Programme including Employee Assistance Programme and employee benefits

You will also be entitled to a generous annual leave entitlement starting at 28 days per annum (plus public holidays) Rising by an additional 5 days after 5 years’ service

Please note that the closing date is given as a guide. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible to avoid disappointment.

Join us at West Berkshire Council and make a positive impact in our community while advancing your career.

Explore everything that a career with West Berkshire Council has to offer here: Working with Us

For an informal discussion about the role, please contact: Liz Moreton, Team Leader Customer Services, [e-mail] or 01635 551111.

Equal Opportunities

The Council supports Equal Opportunity of employment and positively encourages applications from people who fall within any of the nine protected characteristics under the Equality Act 2010.

This role requires a standard DBS check

AI in Applications

We recognise that candidates may choose to use artificial intelligence (AI) tools to support the preparation of their job applications. When used appropriately, AI can be a helpful aid in structuring responses, checking clarity, and improving presentation.

However, applications must reflect your own skills, experience and understanding. If an application appears to rely excessively on AI-generated content, it may not meet the required standard and could be rejected.

We encourage all applicants to ensure their submissions are authentic, tailored to the role, and clearly demonstrate their own knowledge, experience and suitability.