Customer Services Information Guide (Contact Centre)

Neway International Ltd; Swindon; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading service provider is looking for a Customer Services Information Guide in Swindon, UK. In this role, you will manage inbound calls and emails, ensuring high standards of customer service. The ideal candidate should have previous experience in a contact centre environment, along with strong communication skills and the ability to handle inquiries professionally. This position offers an hourly rate of £13.90, working 37 hours a week from Monday to Friday.

Qualifications

• Previous experience in a customer service or contact centre environment.
• Strong communication and interpersonal skills.
• Ability to handle enquiries with patience and professionalism.

Responsibilities

• Answer inbound telephone calls from residents regarding housing repairs.
• Respond to customer emails using digital communication systems.
• Support customers in self-serving their queries.

Skills

Communication skills

Attention to detail

Customer service

Digital communication technology

Job description

Neway International are seeking a Customer Services Information Guide (Contact Centre) – Admin & Clerical to join our client Swindon Borough Council.

Location: Civic Campus, Euclid Street, Swindon, SN1 2JG

Hours: 37 per week (Monday – Friday, 9am – 5pm)

Start Date: 12 January 2026

Duration: 27 Weeks (6 months)

Pay Rates:

PAYE: £13.90 per hour

Work Pattern: Office-based, full-time

About the Client

Swindon Borough Council is dedicated to delivering responsive, professional, and customer-focused services to its residents. Their Contact Centre plays a vital role in ensuring residents receive timely support and guidance, particularly in areas such as housing repairs and council services.

The Role

As a Customer Services Information Guide, you will be the first point of contact for residents, handling inbound calls and emails with professionalism and care. You will use call centre and digital technologies to provide accurate information, support customers in resolving their queries, and encourage self-service where possible.

This role requires strong communication skills, attention to detail, and the ability to remain courteous and professional while managing a high volume of enquiries.

Key Responsibilities

• Answer inbound telephone calls from residents, particularly regarding housing repairs.
• Respond to customer emails using digital communication systems.
• Listen attentively to customer requirements, asking relevant questions to fully understand their needs.
• Maintain high standards of customer service, ensuring interactions are courteous, welcoming, and professional.
• Support customers in self-serving their queries, using council equipment or guiding them to use their own resources in the future.
• Refer unresolved issues to senior staff, Team Leaders, or other relevant departments.
• Ensure compliance with the Data Protection Act and council policies.

Candidate Requirements

• Previous experience in a customer service or contact centre environment.
• Strong communication and interpersonal skills.
• Ability to handle enquiries with patience, professionalism, and empathy.
• Competence in using call centre and digital email technologies.
• Attention to detail and ability to follow procedures accurately.
• Flexible and adaptable to meet increased service demand.