Hybrid Customer Service Advisor — Local Council

Somerset Council; Shepton Mallet; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

LGPS pension

Flexible and hybrid working

Health and wellbeing support

Paid volunteering opportunities

Job summary

Somerset Council in Shepton Mallet is seeking a Customer Service Advisor to provide frontline information and support across council services. You’ll handle enquiries by phone, email, webchat and face-to-face interactions, assisting areas such as Adult Social Care, Children’s Services, Revenues & Benefits, Housing, Waste and Planning.

The role emphasizes delivering accurate advice, empathy and resilience, with hybrid working arrangements where service needs allow.

Qualifications

• Strong customer service experience with the ability to communicate confidently and professionally with a wide range of people.
• Excellent listening, questioning and problem‑solving skills, enabling you to understand customer needs and provide effective solutions.
• Experience of handling sensitive or challenging situations with empathy, resilience and good judgement.
• The ability to work across multiple systems, manage competing priorities and maintain accurate records.
• A collaborative approach, with the confidence to support colleagues, share knowledge and contribute to continuous improvement.

Responsibilities

• Deliver excellent customer service by resolving enquiries and helping customers access the services and support they need.
• Provide accurate advice and guidance across a wide range of council services, ensuring customers receive timely and effective solutions.
• Support and coach colleagues on more complex enquiries, helping maintain consistent, high‑quality service standards.
• Identify opportunities to improve processes, information and digital services, contributing to a better experience for customers and greater efficiency for the council.
• Build strong relationships with service teams across the organisation to improve communication, share feedback and enhance service delivery.

Job description

Somerset Council in Shepton Mallet is seeking a Customer Service Advisor to provide frontline information and support across council services. You’ll handle enquiries by phone, email, webchat and face-to-face interactions, assisting areas such as Adult Social Care, Children’s Services, Revenues & Benefits, Housing, Waste and Planning.

The role emphasizes delivering accurate advice, empathy and resilience, with hybrid working arrangements where service needs allow.