Flexible-Work Contact Centre Advisor – Resident Services

Bassetlaw District Council; Worksop; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

26–32 days annual leave

Healthcare cash plan

Flexitime

Local Government Pension Scheme (LGPS)

Job summary

Bassetlaw District Council is seeking a proactive Contact Centre Advisor to join our busy Customer Services team on a full-time basis. You will be the first point of contact for residents and partners, handling enquiries by phone, email and digital channels to provide accurate information and timely responses.

The role requires empathy, strong communication and IT skills, with a focus on delivering a professional, efficient and friendly service.

Qualifications

• Excellent communicator with strong written, verbal and interpersonal skills.
• Calm, professional and able to deal confidently with challenging situations.
• Experienced in a customer-facing environment, handling enquiries and resolving issues.
• Organised, accurate and comfortable completing administrative tasks and processing information.
• IT literate, with experience using Microsoft Office and digital systems.
• Committed to confidentiality, data protection and handling personal information appropriately.
• Flexible, adaptable and able to work effectively as part of a team.
• Be part of a supportive and friendly Customer Services team.
• Make a real difference to local residents and communities.
• Develop your customer service skills within a varied and rewarding role.
• Access the Local Government Pension Scheme and a range of employee benefits.
• Enjoy flexible working arrangements where service needs allow.

Responsibilities

• Acting as the first point of contact for customer enquiries across Council services.
• Responding to telephone, email and digital enquiries in a professional and courteous manner.
• Supporting customers with Council, housing and partner organisation services.
• Providing support to vulnerable customers and dealing with sensitive situations with empathy and professionalism.
• Promoting digital services and helping customers complete online applications and transactions.
• Processing payments and maintaining accurate records in relevant systems.
• Using customer relationship management and other business systems to record and manage enquiries.
• Completing administrative duties that support the efficient delivery of customer services.
• Working collaboratively with colleagues and partner organisations to ensure excellent service delivery.

Skills

Customer service

Communication

IT literacy

Teamwork

Tools

Microsoft Office

Job description

Bassetlaw District Council is seeking a proactive Contact Centre Advisor to join our busy Customer Services team on a full-time basis. You will be the first point of contact for residents and partners, handling enquiries by phone, email and digital channels to provide accurate information and timely responses.

The role requires empathy, strong communication and IT skills, with a focus on delivering a professional, efficient and friendly service.