Customer Service Advisor – AR

Job Details

Job Title: Customer Services Information Guide (Contact Centre)

Role Purpose

To support residents of Swindon through an inbound contact centre service, helping them access the wide range of services provided by the Council. Deliver high-quality customer support while promoting a digital-first approach, encouraging customers to access information and services online where appropriate.

Key Responsibilities

  • Handle inbound customer calls from residents in a professional, helpful, and efficient manner.
  • Provide clear information and guidance on Council services and processes.
  • Understand customer needs through effective questioning and listening skills.
  • Signpost customers to the most appropriate support services, both within the Council and external organisations where relevant.
  • Encourage and support customers to use online/self-service channels in line with the Council’s digital-first approach.
  • Escalate complex queries, service requests, or unresolved issues to the appropriate Council department.
  • Record accurate customer information and maintain clear case notes on internal systems.
  • Deliver excellent customer service while managing a varied range of enquiries.
  • Work collaboratively with internal teams to ensure residents receive timely and effective support.

Skills & Experience

Essential:

  • Strong customer service and communication skills.
  • Ability to listen, understand customer needs, and provide appropriate solutions or guidance.
  • Confidence using computer systems and online platforms.
  • Ability to handle multiple enquiries and work in a fast-paced contact centre environment.
  • Problem-solving skills and good attention to detail.
  • Professional, empathetic, and calm approach when dealing with customers.

Desirable:

  • Previous experience in a contact centre, customer service, or public sector environment.
  • Experience supporting customers with digital or online services.
  • Knowledge of local authority or council services.

Working Pattern

  • 37 hours per week
  • Monday – Friday, 9:00am – 5:00pm
  • Hybrid Working: 3 days office-based / 2 days home-based

Working Environment

This is an inbound contact centre role involving telephone-based customer support, handling resident enquiries, providing information, and coordinating with service teams to resolve issues effectively.