Frontline Concierge: Customer Service Advisor

Cambridge City Council; Woolwich; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Generous annual leave 25 days' per ann

Gym membership salary sacrifice

Home & Electronics salary sacrifice

Lifestyle discounts with retailers

Professional membership fees paid

Job summary

Cambridge City Council is hiring a Concierge Customer Service Advisor to provide a welcoming, professional service to residents and visitors. You will answer a high volume of general enquiries via our switchboard and help customers access Council services, both over the phone and in person at offices.

You will guide customers to digital options, signposting when needed, and use Council systems to resolve enquiries at the first point of contact.

Qualifications

• GCSE English at grade A-C or equivalent.
• Experience in a high-volume customer contact environment is highly regarded.
• Public-sector or local government experience is useful but not essential; strong customer service skills are key.

Responsibilities

• Welcome customers at first contact over the phone and in person, guiding them to the right service.
• Handle high volume enquiries with professional, high-quality service.
• Support customers to use digital services and online self-service options where appropriate.
• Resolve or signpost enquiries at first point of contact.
• Use Council systems to manage interactions and access information.
• Collaborate with colleagues across services to ensure customers receive support.
• Identify recurring issues and feed back for service improvement.

Skills

Customer focus

Communication skills

Digital literacy

Calm under pressure

Team player

Adaptable

Inclusive and respectful

Accountable

Education

GCSE English A-C or equivalent

Tools

Microsoft Office

Job description

Cambridge City Council is hiring a Concierge Customer Service Advisor to provide a welcoming, professional service to residents and visitors. You will answer a high volume of general enquiries via our switchboard and help customers access Council services, both over the phone and in person at offices.

You will guide customers to digital options, signposting when needed, and use Council systems to resolve enquiries at the first point of contact.