Customer Services Advisor (Telephony/Planning/Reception)

North Norfolk District Council; Cromer; Hybrid; GBP 12,000 - 18,000; Part time

Benefits offered by this job

Employee assistance program

Discounts portal

Salary sacrifice schemes

Onsite parking

Lunchtime catering

Job summary

North Norfolk District Council is seeking a Customer Services Advisor to be the first point of contact for residents, businesses and visitors. You will help customers access a wide range of services via telephone, email, web chat, online forms and face-to-face at our Cromer office.

The role offers hybrid working after initial training and a supportive team to help build knowledge and confidence. We value clear communication, a calm approach to diverse enquiries, and a genuine desire to help

Qualifications

• Excellent customer service and communication skills.
• Confidence handling a wide range of enquiries and systems.
• Willingness to learn and help customers.

Responsibilities

• Handle enquiries via telephone, email, web chat, and face-to-face.
• Help residents access council services and resolve issues at first point of contact.
• Work in a fast-paced, supportive team and refer complex cases to specialists.

Job description

About The Role

As a Customer Services Advisor, you'll be the first point of contact for residents, businesses and visitors contacting North Norfolk District Council.

Working as part of a busy and supportive team, you'll help customers access a wide range of council services through telephone, email, web chat, online forms and face-to-face enquiries at our Cromer office. Our team is the front door to the Council, supporting almost 50,000 households across North Norfolk, providing advice, information and assistance on a broad range of services.

The role is fast paced, varied and often unpredictable. You'll be dealing with enquiries covering a huge range of council services with every day bringing something different. You could be helping a customer report fly-tipping, answering a parking enquiry, assisting with an election query or directing someone to the right council service.

We aim to resolve as many enquiries as possible at the first point of contact, whilst ensuring customers are referred to specialist teams when required.

This is a role for someone who enjoys variety and problem‑solving. You'll develop knowledge across a broad range of council services and become skilled at identifying customer needs, finding the right information and helping customers reach the right outcome.

Whilst there is plenty to learn, you'll be joining a friendly, experienced and supportive team who will help you build your knowledge and confidence.

Following your initial training period, hybrid working is available and all necessary equipment will be provided. Most advisors work a mixture of office and home-based days, subject to service requirements.

About You

We're looking for someone who enjoys helping people and takes pride in delivering excellent customer service.

You'll be a confident communicator, able to remain calm under pressure and comfortable dealing with a wide variety of enquiries and systems.

You'll have a positive attitude, a willingness to learn and a genuine desire to help customers.

Most importantly you'll enjoy working as part of a team and be committed to providing an excellent experience for our customers.

Application Information

This role is based on 30 hours per week on Monday, Tuesday, Thursday and Fridays.

Our advisors work a rota covering shifts of either 8:30am to 4:30pm or 9:00am to 5:00pm, with a 30-minute lunch break.
The role operates under the Council's flexitime scheme, offering flexibility around working hours in line with service requirements

The post requires a basic DBS check

Closing Date

11.59pm on 1st November 2026

We reserve the right to close this vacancy early if we receive a sufficient number of suitable applicants.

Interviews

11th & 12th November 2026

Please ensure you are available on the above dates before applying, we are unable to offer interviews via video for this position.

Get in Touch

For an informal discussion, please contact the Customer Services Team Leader James Jacobs at:

Email: [e-mail]

About Us

North Norfolk is a fantastic place to live, work and visit. It covers 360 sq miles of coastal and rural environment, with over 100,000 people living in 120 distinct communities. Our district is one of England's top holiday destinations and a place where people positively choose to live.

We're committed to promoting equality of opportunity for the people and communities of North Norfolk. We respect and value differences in our district and across our workforce, and we want everyone to feel included and able to play their part in making North Norfolk a great place to live, learn, work and visit. Our coast and environment are extremely important to us.

Recognising that North Norfolk faces a very real threat from climate change, the Council has declared a climate emergency. We have developed a decarbonisation strategy to support our ambitions and all staff have a role to play in meeting our carbon reduction targets.

We have a supportive culture that enables our people to learn and grow through attending courses, e-learning, and their daily job roles. We provide excellent opportunities for communication through updates from Directors and the Chief Executive. Our onsite recognised union is UNISON.

Our Cromer office is clean, modern and light, with onsite lunchtime catering and free onsite parking. As one of the largest employers in the district, we offer several benefits to all our employees:

• employee assistance program
• discounts portal
• salary sacrifice schemes (bikes, home electricals and EV car leasing - available after completion of probation period).

You will also enjoy:

• a good work-life balance, with many roles following our hybrid approach to work (if your role supports hybrid working, all we ask is that you have a stable and reliable internet connection)
• 25 days' holiday per year, plus bank holidays, increasing to 30 days after 5 years' service (assuming the role is full-time)
• access to an excellent local government pension scheme based on your local authority career average earnings

We encourage applications from all suitably qualified persons regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.