Customer Services Advisor x2

Stratford-on-Avon District Council; Stratford-upon-Avon; Hybride; GBP 22 000 - 28 000; Plein temps

Avantages offerts par ce poste

25 days annual leave

Hybrid working

Flexi-time scheme

Health cash plan

Eye test vouchers

Gym membership discount

Training & development

Résumé du poste

Stratford-on-Avon District Council is seeking a Customer Service Advisor to provide information and guidance on a wide range of Council services. The role may involve in-office, phone, and online interactions within a hybrid working framework.

Training is expected over a two-year period to build competency and service excellence. Applicants should be able to work with residents, partners, and stakeholders, delivering accurate information in a friendly manner.

Qualifications

• Effective communicator with clear spoken and written communication.
• Good organisational and administrative skills.
• Experience in customer focused roles and advising the public.

Responsabilités

• Resolve queries using appropriate systems.
• Take ownership of each interaction to resolve at first point of contact.
• Demonstrate empathy and sensitivity to Residents.

Connaissances

Effective communicator

Organisational skills

Administrative skills

Customer service experience

Empathy

Description du poste

About Us:

Based in the heart of Warwickshire, the beautiful district of Stratford-on-Avon is, without doubt, one of the most scenic and historical regions in the UK. Stratford-on-Avon District Council’s headquarters are located in the heart of William Shakespeare’s hometown. In the District, you will find thriving market towns, home to over 146,000 residents and a tourist destination for millions of visitors each year, from across the globe. We are proud to provide public services to residents, businesses and visitors across this magnificent region, making it a great place to live, work and visit.

At the Council, our people are our superpower and by choosing to bring your talents to our organisation, you will be joining a great team where everyone feels that they truly belong, full of dedicated people all working with passion and purpose, across a dynamic portfolio of work providing high-quality services.

Benefits:

As part of our team, you will enjoy a comprehensive benefits package, including:

Flexibility:

• A minimum of 25 days of annual leave, plus Bank Holidays (pro-rata for part time posts)
• Hybrid working arrangements with the flexibility to work from home for up to 60% of your hours (dependent upon competency, experience, and business need)
• Flexi-time scheme for a better work-life balance.

Lifestyle:

• Health Cash Plan Scheme for medical and dental expenses.
• Eye test voucher scheme
• Everyone Active Gym Membership discount

Professional Development:

• Training and Development opportunities.
• Payment of one professional subscription fee

Financial Planning:

• Access to the Local Government Pension Scheme to secure your future.
• Access to free Will writing services.
• Employee Assistance Programme
• Salary Sacrifice schemes e.g. Cycle to Work etc.
• Free town centre parking

What to Expect in the Role:

To promote local services, give comprehensive information and advice to our Local Residents covering a variety of Council services and partners services. This could be face to face in our office or via our customer access terminal, on the phone, online or via email. Although the Council operates a hybrid working system, due to the complexity and wide-ranging nature of the role, homeworking cannot be guaranteed until the person in post is experienced and competent. Hybrid working is also granted dependent on business need. Please note, the standard period of training for this role is 2 years.

A typical day in the life of a Customer Service Advisor can be viewed in the link below. https://youtube.com/shorts/N4OvTIpZnag?feature=share

Key Accountabilities and Responsibilities (Please see Job Description and Person Specification for more details):

• Resolve queries using appropriate systems.
• Take responsibility and ownership of every interaction with Residents with a view to resolve the query at first point of contact.
• Be able to be empathetic and show sensitivity to all our Residents.

What You’ll Need (Please see Job Description and Person Specification for more details):

Effective communicator, good organisational, fair delegation and administrative skills

Experience of working in a customer focused team environment, dealing with customers and giving advice and guidance

Right To Work

Applicants must have existing Right to Work in the UK, as visa sponsorship is not available for this position

Use if Artificial Intelligence (AI) e.g. ChatGPT, Copilot, Gemini etc.

Artificial Intelligence could be a useful tool to support your application. However, all examples and statements provided must be truthful, factually accurate and taken directly from your experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by AI, as your own) applications may be withdrawn and internal applicants may be subject to disciplinary action.

Interview Format

All interviews for this position will be held face to face, as we believe this offers the best experience for candidates and panel members.

For an informal chat about the role, please contact Claire Yates, Deputy Customer Services Manager on 01789 260707 or [e-mail] or Lisa Hyde Customer Services Team Leader on 01789 260911 or [e-mail]

If you have previously applied for this vacancy, there is no need to reapply as your application has already been considered.

Applications will close at midnight on 5th November 2026

Interviews will be held week beginning 16th November 2026