Bath & North East Somerset Council
Customer Service Contact Centre Advisor
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Customer Service Advisor – Bath & North East Somerset Council
About the Role
At Bath & North East Somerset Council, our aim is to improve people’s lives through excellent public services.
This is a rolling recruitment advert. Applications will be reviewed as they come in, and we’ll contact you if you’re shortlisted for an interview.
Please clearly state in your supporting letter the hours you’re interested in working.
We’re seeking a Customer Service Advisor passionate about delivering top-tier service to our residents, partners, and service users. Your role will focus on supporting, resolving, and signposting customers efficiently—whether they choose phone, digital, or in-person contact.
Responsibilities
Core Duties
- Respond to customer enquiries with clarity, professionalism, and warmth, ensuring a positive first impression regardless of channel.
- Foster strong relationships with customers, stakeholders, and community groups, promoting service awareness and satisfaction.
- Leverage all available tools/platforms (analytical software, CRM systems, self-service options) for effective issue resolution.
- Maintain accurate, secure, and updated records—data entry, documentation, and reporting for decision-making.
- Prepare detailed reports for Partner Liaison meetings, using insights to support strategy.
- Assist in business continuity plans under Team Leader guidance, ensuring service resilience.
- Handle complex enquiries by gathering sufficient details for escalation to specialists.
- Process bookings, payments, and digital transactions smoothly.
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Additional Tasks
- Empower customers to use self-service options (e.g., online portals) and resolve queries efficiently.
- Collaborate on continuous improvement initiatives, sharing ideas to enhance customer experience.
Requirements
Desired Skills & Qualification
- Strong customer service experience, ideally within a multi-channel contact centre environment.
- Proven ability to:
- Advocate for customers, prioritise vulnerable groups, and uphold service standards.
- Work collaboratively and independently in a fast-paced setting.
- Manage multiple platforms/platforms with diligence and problem-solving skills.
- Champion change and innovation in processes.
- Excellent communication skills, both written and verbal, with an approachable demeanour.
- Data-driven mindset to collect, analyse, and report insights.
- Confidence in fostering trust and inclusivity across diverse interactions.
Why Join Us?
- Risk-free impact: Join an award-winning team committed to shaping the community’s future.
- Growth opportunities: Development-focused culture with mentorship and training.
- Continuous improvement: Contribute to shaping future customer service standards.
- Purpose-driven work: Helping residents and businesses thrive and reach their potential.
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Contact & Additional Information
For more details or to discuss the role, email: Natasha Powell (Customer Services Operations Manager) natasha_powell@bathnes.gov.uk
Actively recruiting. look forward to welcoming you!
About Bath & North East Somerset Council Our values drive everything we do. By putting local residents’ best interests first, we design public services that deliver real change.
We foster a diverse, inclusive workplace, embracing all backgrounds. Explore our commitment to Equality, Diversity & Inclusion here.
- Part-time & flexible working: We welcome applications for job-share or adjusted hours.
- DBS checks: A Basic DBS Check is required for this role.
- Safeguarding Commitment: Employees working with children/vulnerable adults undergo Enhanced DBS checks.
By joining us, you’re not just contributing to a workplace—you’re part of a movement to improve lives in our community.
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