Job Details
Salary: £28,142 – £33,699 (Appointments will be made at the lower salary grade)
Working hours: 37 hours per week
Location: St Ives (main base at 16 Stocks Bridge Way) and from home; occasional support at reception sites in Alconbury Weald and Wisbech.
Closing date: 19/07/2026
Job category: Customer Services
Organisation: Cambridgeshire County Council
About the role
We are a Contact Centre that handles inbound calls, emails and online enquiries from customers regarding various Council services. This hybrid role involves working from our main base in St Ives and from home. Occasionally, our advisors provide customer support at our reception sites in Alconbury Weald and Wisbech.
Responsibilities
In this role, you will:
- Manage inbound calls from residents.
- Complete administrative tasks with accuracy.
- Deliver excellent customer service and provide effective resolutions.
- Occasionally travel to support reception sites.
- Use multiple IT systems to manage and record customer interactions.
You’ll deal with a wide range of services, including Highways, Libraries, Registration of Births, Deaths & Marriages, Waste Management, Blue Badges, Concessionary Bus Passes, Children’s & Adults Social Care, and School Admissions.
Shift pattern: weekdays 8am–6pm and Saturdays. Part‑time arrangements may be discussed with suitable candidates.
Skills and qualities
- Able to adapt to change
- Thrive in a fast‑paced environment with the ability to multitask effectively
- Comfortable with a high volume, phone‑based role
- Clear and effective verbal and written communication, with the ability to build rapport with callers
- Able to retain varied and detailed information
- Excellent attention to detail
- Confidence in managing stressful situations
- Personal resilience
- Ability to empathise and remain calm during challenging customer interactions
- Confidence in the use of IT, including Outlook, Teams, and other Microsoft software
- Ability to talk and type simultaneously
Qualifications and requirements
No prior contact centre experience is necessary; our bespoke induction includes a comprehensive training programme.
- English qualification: GCSE Grade 4 (C) or equivalent, or able to demonstrate an equivalent level of skill.
- Confidence in ICT.
- You will be required to have business insurance if you drive to work.
- Appointment to this role requires National security vetting through the Baseline Personnel Security Standard (BPSS) pre‑employment screening, as post holders will have access to government assets.
Benefits
- A comprehensive wellbeing package to cover all aspects of wellbeing, both in and out of work, which can also be accessed by your family.
- Buy up to 4 weeks additional annual leave (pro‑rata) through our salary sacrifice scheme.
- Take your bank holidays flexibly to better suit your personal circumstances.
- Make Additional Voluntary Contributions (Shared AVCs) to your pension with tax and National Insurance savings.
- Access to development opportunities, apprenticeships and qualified coaches to support your personal and professional growth.
- Paid volunteering hours each year so you can make a positive impact on our community during your normal working day.
- Access to Peer Support Groups through our IDEAL staff equality, diversity and inclusion network.
- Opportunities to nominate and receive Employee Recognition Awards.
- An Our Cambs Rewards account, giving you access to in‑store and online discounts as well as our Car Lease and Cycle to Work schemes.
E-EO and Disability
We collect relevant diversity data for monitoring as part of the recruitment process to understand the diversity of our applicants and monitor any trends throughout the recruitment processes so that we can take meaningful action.
We are proud to be a Disability Confident Leader. We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager to discuss any adjustment needs. Through a Guaranteed Interview Scheme, we will offer an interview to all applicants who disclose a disability and meet the essential criteria for a job vacancy. On your application form you can indicate you are disabled. Some examples of reasonable adjustments during the recruitment process could include additional time to complete an assessment or printing a document on pastel coloured paper with larger font size and line spacing. We would value talking about what might be possible to enable you to join us and thrive, so if there is something that would help you to do your best during your journey with us, please get in touch.
Our Equality, Diversity and Inclusion Strategy, along with our employee network ‘IDEAL’ and self‑organised peer support groups help us to foster an inclusive, supportive and safe working environment where people feel valued, respected, and empowered.
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