Customer Services Advisor NCCHS

ESPO Trading Limited; East Midlands; Hybrid; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Competitive pay

Generous pension scheme

Great leave entitlement

Job summary

Nottingham City Council is seeking proactive Customer Services Advisors to join our busy Customer Service Centre. You will handle a high volume of inquiries by phone and email, delivering guidance on housing-related matters such as repairs, rent payments, tenancy and estate management.

This dynamic 24/7 environment requires excellent communication, a positive attitude, and a commitment to high standards of customer care while maintaining confidentiality and complying with legislation and

Qualifications

• Experience in a fast moving, pressurised environment dealing with complex data and conflicting priorities.
• Knowledge of contact centre technology and bespoke IT systems.
• Awareness of equality issues and commitment to Equality, Diversity and Inclusion strategy.

Responsibilities

• Handle high volumes of customer enquiries via telephone and email.
• Provide advice on housing-related matters including repairs, rent payments, tenancy and estate management.
• Play a key role in rent arrears resolution and customer satisfaction monitoring.

Skills

Fast-paced environment

Data management

Contact centre tech

Interpersonal skills

Written and verbal

Teamwork

Tools

Bespoke IT systems

Job description

Role: Customer Services Advisor

Contract Type: Permanent

Worker Type: Hybrid Worker (mix of office and home working, with the expectation of a minimum of 1 day per week in the office)

Salary: Grade C - Starting Salary is £26,437 (Level one) rising to £27,274 (Level three)

Location: Loxley House, NG2 3NG is the normal base office for this role, however you may be required at times to visit or work from offices across Nottingham City.

Working Hours: Our customer service centre operates between the hours of 7am – 9pm, Monday to Friday and 9am – 5pm on Weekends and Bank Holidays. We have a number of shifts available – please include in your application which of the following shifts you are interested in:

• Shift 1: Monday – Friday, 8am – 4pm
• Shift 2: Monday – Friday, 8:30am – 4:30pm
• Shift 3: Monday – Friday, 9am – 5pm

These are full‑time roles, though in exceptional circumstances we may consider part‑time working of no less than 30 hours per week.

*Please note: Successful candidates will be required to complete a six‑week training programme, running Monday to Friday, 9.00am–5.00pm. This training will be delivered on site at Loxley House and full attendance is required throughout, irrespective of your substantive shift pattern once training is complete.

Expected employment start date is 30th November 2026 – note this is subject to change.

We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been looking for? Read on to find out more…

Working for Nottingham City Council has great benefits. As well as competitive pay, great leave entitlement and access to a generous pension scheme, we strive to create an innovative, inclusive and progressive work culture where everyone is supported to do and be their very best.

In return, we are looking for people like you - people who are innovative, driven and committed to serving and improving Nottingham. So, if you are passionate about making a difference to the lives of those who live and work in our city, we want to hear from you.

* You can read more about the different benefits offered to colleagues working for Nottingham City Council here.

About the Role

We are seeking proactive and customer-focused individuals to join our busy Customer Service Centre team. As a Customer Services Advisor, you will be responsible for handling a high volume of customer enquiries via telephone and email, providing advice and support on a wide range of housing‑related matters including repairs, rent payments, tenancy and estate management.

This is a dynamic role within a 24/7 service environment, requiring excellent communication skills, a positive attitude, and the ability to deliver high standards of customer care. You will also play a key role in account management, rent arrears resolution, and customer satisfaction monitoring, while maintaining confidentiality and adhering to relevant legislation and internal procedures.

About You

The ideal candidate will have:

1. Experience of working in a fast moving, pressurised environment dealing with complex levels of data and conflicting priorities
2. Knowledge and experience of using contact centre technology/bespoke IT systems
3. An awareness and understanding of equality issues and a commitment to the implementation of Nottingham City Council’s Equality, Diversity and Inclusion strategy and objectives
4. Good Interpersonal skills and a proven ability to communicate effectively, including active listening and questioning
5. Ability to develop and present written or verbal information in a clear and concise manner
6. Ability to work effectively as part of a team

Full duties of the job description can be found here.

Please ensure you demonstrate clearly how you meet the 6 requirements in your CV & supporting document and identify which of the available shifts you are interested in.

We recognise that artificial intelligence (AI) can be a helpful tool when preparing your application. AI can guide you, but only your own words and experiences truly matter – we want to see the real you. All examples and statements must be your own, accurate, and reflect your true experience and values. AI tools do not understand context, think critically, or assess the reliability of information, which means AI‑generated responses can feel generic and may not accurately represent who you are. We recruit fairly and inclusively – showing your real self is what helps you succeed. For more information please click.

Closing Date: 23rd September 2026 (11:59pm) – Please note there may be occasions where we close the advert before the closing date and we encourage you to apply as soon as possible.

Interviews:

First stage – brief telephone interview – to be conducted between 28th September and 9th October 2026.

Second stage – assessment centre – to be conducted 20th and 22nd October 2026 – unfortunately due to the nature of the assessment centre we will be unable to offer alternative dates for assessment.

If you have any queries about the role or the recruitment process, please contact us via email: [e-mail]

If you have any technical issues when completing your application, please contact our Employee Service Centre: http://emss.org.uk/support

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