Stevenage Borough Council
Contact Centre Agent
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JOB TITLE Contact Centre Agent
POST NUMBER 000
WEEKLY WORKING HOURS 37
SALARY RANGE £27,709 – £30,515
TYPE OF CONTRACT Fixed Term – One Year
LOCATION Stevenage
About The Role
We are currently recruiting a pool of candidates for anticipated intakes over the next 6-12 months.
As a Contact Centre Adviser, you’ll be the first point of contact for people of Stevenage needing help, advice and access to a wide range of Council Services. From Housing to Council Tax queries, missed bins to emergency repairs, no two days are ever the same.
Primarily a telephony-based role, you’ll receive full training and ongoing support to help you build the skills needed to navigate complex systems, offer accurate information, and deliver excellent service, even under pressure. Some calls will be routine, others urgent or emotionally challenging. Either way, your empathy, patience and professionalism will help you resolve issues and leave our customers feeling heard, helped and respected.
We are looking for individuals who can stay calm under pressure, adapt quickly to changing demands, and remain focused on providing excellent customer service, even during the busiest periods.
To succeed in the role, you’ll need excellent communication skills, attention to detail, and the ability to work independently and as part of a team. Previous experience in a customer-facing or call centre environment is essential, and you should be confident in using a range of systems and inputting information with accuracy and speed.
In Return, We Offer
- A competitive salary
- Pension Scheme: We offer a career average pension scheme, providing generous benefits upon retirement, as well as a lump sum and pension for dependants
- Flexible working: available upon request, subject to operational requirements.
- Part time and Job share opportunities - all our full-time vacancies are open to job share unless otherwise stated.
- A variety of different types of paid and unpaid leave covering emergency and planned leave, maternity, paternity, adoption and parental leave.
- 25 days holiday rising to 31 days (depending on Local Government service)
- An extensive range of learning and development opportunities
- Employee Assistance Programme – 24/7 Confidential advice and support on personal, work, family and relationship issues
- Season ticket loans and discounts for public transport
- Cycle to Work scheme
- Stevenage Credit Union: secure savings, free life insurance and access to cheap loans.
- Employee Discounts: via monthly paid membership of the Civil Service Sports Council (CSSC)
- Discounted Health and Fitness membership
- Trade Unions: For a small fee, all employees have the opportunity to join a Trade Union.
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The Recruitment Process
The Application Process Includes
- An online application - please visit https://jobs.stevenage.gov.uk/StevenageBorough/Home
- A telephone interview
- A competency-based interview
- A short assessment, including a scenario based test
As part of your application, you’ll need to answer the following questions (max. 200 words each):
- What attracted you to becoming a Customer Service Adviser with Stevenage Borough Council?
- What qualities and skills do you have that would support you in this role? (For example, communication, IT Skills, Customer Service, Resilience)
- What do you understand the key responsibilities of this role to be?
Additional Information
If you have applied within the last six months you do not need to make another application.
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We provide comprehensive training full-time over four weeks and you must be able to commit and complete the training within this timescale.
Interested? To find out more, email or speak to Nicola Loughrey, Operational Manager of People and Services
Phone Number: 07852 434 570
Email: nicola.loughrey@stevenage.gov.uk
Closing date for receipt of applications: Sunday 11th October 2026
Interviews will be held -
- Telephone Interviews W/C 19th October 2026 - you will be contacted 5 days before the interview with a date.
- Face to Face interviews W/C 2nd November 2026 – if successful at telephone interview you will be provided with 5 days’ notice of an interview date.
Please note that if we receive a large volume of applications for this role, we reserve the right to close this vacancy ahead of the published closing date
Stevenage Borough Council (SBC) is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff, volunteers and recruitment candidates to share this commitment. SBC shall take all reasonable steps to employ staff who are safe to work with children, young people and vulnerable adults. For posts identified with regular contact with these groups applicants will be required to undertake a Value Based Interview. The council supports the legislative requirements for employing and maintaining safer staff and the guidance specified by Hertfordshire Safeguarding Adults Board
Stevenage Borough Council is committed to Equal Opportunities for All. For further information please click https://www.stevenage.gov.uk/about-the-council/jobs-and-careers/equal-opportunities
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