Customer Service Advisor – Cambridge
If you’re looking for a career in local government then join our customer service team!
The Team
We are the lifeblood of Cambridge City Council’s workforce; our advisors are routinely promoted to positions in all teams across the Council, including housing, council tax, transformation, environmental services, elections and housing repairs.
Joining our team is a good first step in achieving your career goals, as the skills and knowledge you will gain working as a customer service advisor are valued in every team across the council.
The role
Our team are crucial to the residents of Cambridge, assisting them with a variety of situations. During a typical day you could begin by helping someone who has found a dog and end it with a tenant who has lost a roof tile, with a healthy dose of noisy neighbours, home improvement plans and runaway cows to fill your time in between!
This role can evolve into a hybrid working; our advisors help customers face to face at our offices in central Cambridge as well supporting residents by telephone, email and web chat, training also needs to be completed in person in our offices.
It is a challenging role, as there is continuous demand for our services. Additionally, as in all walks of life, some customers who need our support may have mental health conditions, or could be facing life-changing housing situations, so the ability to remain calm and continue to help customers who are in the midst of difficult circumstances is essential.
What you will be doing
As a Customer Service Advisor, we will look to you to provide help and advice to customers with a diverse range of queries, questions, and situations so you’ll be able to demonstrate your ability to build relationships, take ownership and use your initiative to make decisions for the benefit of our customers.
You will have the chance to work in partnership with all services within the Council and to keep the customer journey at the forefront of what we do.
About you
Because not all days are the same, you need to be flexible and adaptable as well as having a high degree of computer literacy and attention to detail. Being resilient and not taking offense are key personal attributes the role requires, so if you have these skills and want a career in local government, apply to join our team today.
Love customer service roles and still want to progress? Our career grade programme will support you to do just that. Demonstrate your achievements through examples of where you have gained a new skill or gone above and beyond for our customers, you can be considered for progression within the customer services team.
If you have the talents, we are looking for then we want to hear from you.
The successful applicant will be required to undertake a Basic Disclosure and Barring Service
Why join us?
As well as being part of a supportive team delivering meaningful work that directly impacts our communities, we offer a supportive and rewarding working environment along with a wide range of benefits,
Including:
- Excellent learning and development opportunities supported via a range of sources and methods and, where applicable, recognised through Digital Badges
- Access to the Local Government Pension Scheme (LGPS) and Additional Voluntary Contribution (Shared AVC) Scheme
- Agile and Flexible working options
- Generous annual leave starting at 25 days, rising to 30 days after five years’ service, plus 8 days public holidays (pro rata for part time), with the option to purchase additional leave
- Family friendly policies and Flexible Bank Holidays
- Confidential wellbeing support through our Employee Assistance Programme and Your Care wellbeing platform
- Staff reward and recognition framework, including an annual staff awards ceremony
- Professional Membership Fees paid for, dependent on role
- Salary sacrifice schemes including Cycle to Work, Gym Membership and Home & Electronics
- Lifestyle Savings with over 750 discounts from the UK’s leading retailers, restaurants, supermarkets, attractions and more
- Free swimming at CCC swimming pools
- Subsidy for public transport
- Relocation Assistance may be payable in approved cases
- Annually negotiated pay and award progression
Hours: Working Pattern: Full time role – 37 hours per week
Contract: Fixed Term – 30 June 2027 x 3
Salary: £29,540 – £32,061 per annum (City Pay Band 3), pro rata for part time.
Location: Mandela House
You can click on the links here to find out more information about Staff Pay and Benefits, Working for the Council, our Values & Behaviours, Equality & Diversity in Recruitment or Our People & Culture Strategy.
If you would like an informal chat, please contact Debbie Grace on 01223 458671 or email Debbie.Grace@cambridge.gov.uk
Application Process:
To be considered for this role, please click ‘Apply Online’ and submit an application.
If you are an internal candidate you can apply by logging in to your Employee Self-Serve (ESS) and access the ‘Useful Links’ (top right of the dashboard, under the person icon) and click on ‘CCC Job Opportunities’.
Cambridge City Council recognises the value of digital badges in evidencing skills, knowledge and competencies, and welcomes their inclusion within job applications as verifiable indicators of achievement and capability.
Cambridge City Council is an Equal Opportunity employer and embraces diversity, creating an inclusive environment for all employees.
* For City Council employees who apply for the role on a secondment basis, please note that you should refer to the Secondment Policy. Please note that agreement will need to be obtained from your line manager before the secondment can be confirmed.
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