Customer Services Advisor

Guildford Borough Council’s Customer Service team is the first point of contact for citizens, businesses and visitors. We play a key role in ensuring people can access essential services quickly, clearly, and professionally.

This is a varied and fast-paced role where you will make a practical difference every day.

What you’ll do

• Handle enquiries across multiple channels (phone, electronic and face‑to‑face)
• Provide clear, accurate information on all council services including but not limited to housing, council tax, waste, electoral services, planning etc.
• Manage a wide range of enquiries, from routine requests to more complex or sensitive situations
• Enable the team to work with colleagues across the council to resolve issues effectively
• Use systems to log, track and progress customer enquiries
• Deliver a consistent, professional and customer‑focused service at all times
• Wherever possible answer queries at first point of contact

What we’re looking for

We welcome applicants from a range of backgrounds. What matters most is your ability to demonstrate:

• Proven customer service experience (e.g. contact centre, retail, public services)
• Strong communication and listening skills
• Ability to manage competing priorities and work under pressure
• Confidence using IT systems and learning new digital tools
• Sound judgement, problem‑solving skills and attention to detail
• A professional, calm and empathetic approach when dealing with customers
• Ability to adapt quickly and efficiently to the changing needs of the service and broader council requirements.

What we offer

• Local Government pension scheme
• Generous annual leave entitlement
• A supportive team environment
• Training and development opportunities
• This role is mainly office‑based. Limited home working is available on a rota basis, with set in‑office days required to support team and service delivery.

If you are looking for a busy, rewarding role where you can use your customer service skills and make a visible impact, we would like to hear from you.

Still have questions about the role then please feel free to contact Jane Brown on 01483 445053 for an informal chat.

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