Customer Service Advisor
About the job
Salary: £27,254– £29,540 a year pro rata
Hours per week: 37
Contract type: Fixed term (12 months from start date)
Are you passionate about delivering outstanding service and making a positive impact on people’s lives? We are looking for a dedicated Customer Service Advisor to join our team, placing customers at the heart of everything we do.
In this role, you will be the first point of contact, providing professional, accessible, and high-quality services through our Service Centre or Contact Centre. You will focus on achieving first-contact resolutions, ensuring every customer receives the support they need quickly and effectively.
With your excellent communication skills and commitment to high standards, you’ll help us deliver better outcomes for our community while maintaining a consistently positive customer experience.
Please note this role does not attract sponsorship.
About you
We are seeking a professional and approachable Customer Service Advisor to join our team, delivering excellent support to the public across multiple channels. You will handle a wide range of enquiries with confidence, including challenging situations, always ensuring a high standard of service and clear, fluent communication.
In this role, you will quickly assimilate information, problem-solve using your own initiative, and take action within defined procedures. Strong ICT skills are essential, as you will be working with a variety of customer contact systems, case management tools, and Windows-based packages. Accuracy and attention to detail are key, particularly when recording information, producing documentation, and maintaining case records.
The successful candidate will have strong numeracy skills, a solid understanding of equality and the impact of discrimination on service delivery, and the ability to interpret legislation such as Housing Benefits, Housing, Adult Social Care, or Council Tax. You may also be asked to support and train colleagues to ensure consistent service standards.
You should hold an NVQ Level 2/3 in Customer Service (or equivalent qualification/experience) and demonstrate flexibility to adjust working hours when required to meet frontline service needs. The role also requires the ability to travel throughout the Borough to maintain high levels of service delivery.
This is a public facing role so you’ll need to show off your fluency in speaking and writing English
If you are customer-focused, resilient, and ready to make a difference in your community, we’d love to hear from you – apply today.
About us
Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
We welcome applications from all sections of the community and are committed to developing a workforce that reflects the diversity of our borough
Application Process
Because of the nature of this job, it will be necessary for the appropriate level of criminal record disclosure to be undertaken. This post is exempt from the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare all unspent cautions and convictions; and also any adult cautions (simple or conditional), and spent convictions that are not protected as defined by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended in 2020). A person’s criminal record will not in itself prevent a person from being appointed to this post. Applicants will not be refused posts because of offences which are not relevant to, and do not place them at or make them a risk in, the role for which they are applying. However in the event of the employment being taken up, any failure to disclose such offence, as detailed above, will result in dismissal or disciplinary action by the Authority.
On occasions, we may close a vacancy early due to a very high number of applications being received.
Benefits
We offer a range of excellent staff benefits which include:
- From 25 to 32 days’ annual leave: linked to length of service and grade
- Buying annual leave scheme: buy up to 20 days additional annual leave
- Career Pathways: step up in your career or move into a specialist area
- Pension scheme: with generous employer contributions of up to 20.2 per cent (at July 2023) and 3x salary death in service grant
- Generous relocation package: up to £8,000 (subject to eligibility)
- Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home
- Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
- Training and support: unlimited access to development courses, mentoring and support and clear career pathways
- Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons
- Arriva Travel Club: great value savings on local bus travel
How to apply
We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out!
Our ‘How to apply' page has more tips to help with your application: How to apply
Available documents
Attached documents are available under links. Clicking a document link will initialize its download.Salary range
- £27,254 - £29,540 per year