Customer Service Advisor (R)

Sefton Redeployment; Sefton; On-site; GBP 21,000 - 28,000; Full time

Job summary

Sefton Council is seeking a Customer Service Advisor to join the Contact Centre. You will handle telephone, email and social media enquiries across a wide range of council services, ensuring high-quality service and accurate data on the CRM system.

The role requires the ability to manage a varied workload and to communicate complex information clearly. You will be part of a team delivering frontline customer service during standard hours, with full training provided and opportunities to develop

Responsibilities

• Handle telephone, e-mail and social media enquiries from residents across a wide range of council services
• Maintain and update customer information on the CRM system and other databases
• Support customers and residents with high-quality service while managing a demanding workload
• Work as part of a team of customer service advisors in the Contact Centre
• Attend to complex or challenging enquiries with care and professionalism

Job description

About the Role

An opportunity has become available within Customer Services, and we are seeking to recruit a customer service advisor to work in our Contact Centre.

The successful applicant will be expected to work across our full business hours of 9.00 am to 5.30 pm, Monday to Friday.

The successful candidate will work as part of a team of customer service advisors offering telephone, e-mail, and social media services to customers across a wide range of council services. They will play a key role in providing customers and residents of Sefton with high-quality customer service, as well as maintaining and updating customer information as appropriate on a Customer CRM system and other relevant database applications.

Do you have strong customer service experience within a fast-paced Contact Centre environment? Are you comfortable and confident with managing a demanding and varied workload?

Most of our enquiries are from residents dealing with complex challenging and stressful situations including several enquiries about non-council services. A background in local government would be desirable but the ability to understand and communicate complex messages is essential. Full training will be given to the successful candidate who displays the customer service qualities we are seeking.

If you have any questions regarding the role, please contact [e-mail]

The closing date for this vacancy is Sunday 11h October 2026 (or earlier in the event of high volume of applications being received).

Provisional interview dates are week commencing 2nd November 2026.

Equal Opportunities

EQUAL OPPORTUNITIES

Sefton Council strives to ensure that our workforce is inclusive and representative of our communities. A diverse workforce is important to us, our staff bring with them a wide range of experiences, views, ideas, and innovations, and we are committed to providing an environment that recognises, respects, and values everybody's identity, where individual differences are strengths and where everyone can thrive and maximise the potential. We are always open to learning and growing as an organisation, and we welcome new ideas and initiatives that promote equality, diversity and inclusion.

We are an Equal Opportunities Employer; all candidates will receive equal treatment. Our decision to appoint will be based upon whether an individual's skills, experience, qualifications, and abilities make them the most suitable candidate for the role.

GUARANTEED INTERVIEW SCHEME

Please note that all disabled applicants who meet the essential criteria for these jobs (as given in the Person Specification) and who want to apply under the Disability Confident Scheme will be invited to interview.

If you are currently in care or have previously been in care, we provide a guaranteed interview scheme for care experienced people if you meet the essential requirements for the role.

Consider registering for Sefton@work

If you're an unemployed Sefton resident, register with our Sefton@Work service for free support to help you into employment. You may be eligible for extra assistance such as funding for travel, work clothing, or vouchers to make starting your new job easier. Call Sefton@Work on 0151 934 2610 or visit seftonatwork.net to find out more and get started today!

Further information on this vacancy

• Guidance Notes - Completing an Application Form
• Recruitment Pack