Customer Service Contact Centre Advisor Full Time

Rolling Recruitment Apply Anytime

This is a rolling recruitment advert, so applications will be reviewed as we receive them, we let you know if you have been shortlisted and arrange interviews as and when we have vacancies.

Please state clearly in your supporting letter the hours you are interested in.

We are looking for an advisor to join our Customer Service Contact Centre Team. We are passionate about delivering a top quality service to our residents/partners and service users. Supporting, resolving and signposting customers to ensure a positive experience at the first point of contact regardless of the channel they have chosen to contact the authority.

What you will be doing:-

• Responding to customer enquiries using defined procedures and protocols to deliver a consistent professional and friendly service for all our residents.
• Supporting the development of relationships with customers, other key stakeholders and interagency/community groups, thereby helping to increase awareness of the service, its value and performance.
• Utilising all the tools and platforms that are available to ensure the customer experience is positive and their enquiries are concluded.
• Gathering data and completing documents accurately & securely to ensure that records are thorough and kept up to date.
• Using data to produce reports and information for Partner Liaison meetings along with decision making.
• With guidance and support from the Team Leader, represent and ensure the delivery of any business continuity plans and procedures for the service at Partner Liaison meetings.
• Gathering accurate information needed to resolve more complex enquiries so they can be passed to specialists for conclusion.
• Processing bookings, payments & supporting with digital channels.
• Support customers to use self-serve delivery options (e.g. online) and where possible resolve enquiries

What You’ll Be Doing

• Helping Customers: Answering questions and solving problems for our residents with a friendly and professional touch.
• Building Relationships: Working with customers, stakeholders, and community groups to spread the word about our service and its benefits.
• Using Tools: Making the most of our tools and platforms to ensure customers have a great experience and get their questions answered.
• Keeping Records: Accurately collecting data and filling out documents to keep everything up to date and secure.
• Creating Reports: Using data to make reports and provide info for Partner Liaison meetings and decision-making.
• Business Continuity: With help from the Team Leader, representing and ensuring our business continuity plans are in place at Partner Liaison meetings.
• Handling Complex Enquiries: Gathering the right info to pass on more complex questions to specialists.
• Processing Bookings & Payments: Handling bookings, payments, and supporting digital channels.
• Encouraging Self-Service: Helping customers use self-service options (like online tools) and resolving their enquiries when possible.

What we are looking for from you:-

• Customer Service Guru. You know what it takes to deliver amazing customer service and work as an individual and a team. Protecting and caring for our most vulnerable, being an advocate for the Service and the Authority.
• People Person. You are motivated, can communicate in a helpful and positive manner supporting every customer/partner/colleague with their journey.
• Organised & Methodical. Need to deal with multiple platforms, services and prioritise tasks.
• Change Champion. Support new initiatives and the implementation of new ways of working.
• Experience of working in a multi channel Contact Centre
• Continuous improvement. Actively developing your skills and working with the Customer Service Team to implement ideas to enhance the customer experience.

Why Join Us?

• Great Team. You will be joining an award winning team that is passionate and takes pride in delivering services to everyone.
• Opportunity to Grow. We are committed to your development and offer plenty of opportunity to learn and grow.
• Make a difference. You will have the chance to share ideas through our customer service continuous improvement channel.
• Improving peoples lives. Providing ways for everyone in the community to reach their full potential

If you are interested in this post and require more details or just to chat through the role and what’s involved, please contact Natasha Powell, Customer Services Operations Manager by email natasha_powell@bathnes.gov.uk

No Agencies, Please.

• Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council’s at-risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants.

About Bath And North East Somerset Council.

Working at Bath and North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

Why Bath and North East Somerset Council?

We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need. Go to

At Bath and North East Somerset Council we have one overriding purpose to improve peoples lives. Find out more about our values at

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion at

We are a Disability Confident Employer find out more at

The Council is committed to having a diverse and inclusive workforce. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.

Please note that this role is subject to an Basic DBS Check.

Safeguarding Statement: The Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable groups and expects all employees and volunteers to share this commitment. As part of this commitment anyone working in a post with children or vulnerable groups will be expected to undertake an Enhanced DBS check with/without barred list checks.