Customer Service Advisor

Job Overview

Join our Customer Services team as a Contact Centre Advisor. You will work from our main base in St Ives and from home in a hybrid model, with occasional visits to reception sites in Alconbury, Weald and Wisbech. The role focuses on delivering excellent customer service for a wide range of council services.

Key Responsibilities

• Manage inbound calls from residents and respond to written enquiries.
• Complete administrative tasks accurately and keep records up to date using multiple IT systems.
• Provide effective resolutions and, when necessary, escalates inquiries to the appropriate team.
• Occasionally travel to support reception sites.
• Use Microsoft Outlook, Teams and other Microsoft software for communication and record‑keeping.
• Help customers with services such as Highways, Libraries, Births, Deaths & Marriages, Waste Management, Blue Badges, Concessionary Bus Passes, Social Care and School Admissions.

Qualifications and Requirements

• English qualification GCSE Grade 4 (C) or equivalent, or demonstrate an equivalent level of skill.
• Experience in customer service or willingness to undergo a bespoke induction training programme.
• Confidence in ICT, including Outlook, Teams and other Microsoft software.
• Strong verbal and written communication skills and the ability to build rapport with callers.
• Ability to adapt to change, thrive in a fast‑paced environment and multitask effectively.
• Resilience and confidence in managing stressful situations and remaining calm during challenging interactions.
• Confidence in managing a high volume, phone‑based role and retaining varied and detailed information.

Benefits

• Annual leave, sick pay, pension scheme and mileage.
• Wellbeing package covering all aspects of wellbeing, accessible to staff and their families.
• Option to purchase up to 4 weeks of additional annual leave via salary sacrifice.
• Flexible bank holiday arrangements.
• Access to development opportunities, apprenticeships and qualified coaches for personal and professional growth.
• Paid volunteering hours each year.
• Peer Support Groups through the IDEAL staff equity, diversity and inclusion network.

Equality, Diversity and Inclusion

We are committed to creating an inclusive, supportive and safe working environment that values, respects and empowers all employees. We collect diversity data during recruitment to monitor trends and take meaningful action.

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