Customer Service Advisor

Our benefits

We value our colleagues in Cambridgeshire County Council and have developed a number of benefits in addition to the basics like annual leave, sick pay, pension and mileage…

• A comprehensive wellbeing package to cover all aspects of wellbeing, both in and out of work, which can also be accessed by your family
• Buy up to 4 weeks additional annual leave (pro-rata) through our salary sacrifice scheme
• Take your bank holidays flexibly to better suit your personal circumstances
• Make Additional Voluntary Contributions (Shared AVCs) to your pension with tax and National Insurance savings
• Access to development opportunities, apprenticeships and qualified coaches to support your personal and professional growth
• Paid volunteering hours each year so you can make a positive impact on our community during your normal working day
• Access to Peer Support Groups through our IDEAL staff equality, diversity and inclusion network
• Opportunities to nominate and receive Employee Recognition Awards
• An Our Cambs Rewards account, giving you access to in-store and online discounts as well as our Car Lease and Cycle to Work schemes

Take a look at our Employment Benefits Brochure attached to this advert to find out more.

About the role

Join Our Team!

We are a Contact Centre that handles inbound calls, emails, and online enquiries from customers regarding various Council services. This hybrid role involves working from our main base in St Ives and from home. Occasionally, our advisors provide customer support at our reception sites in Alconbury Weald and Wisbech.

Our staff are our greatest asset, and we’d love for you to be part of our journey! We are committed to delivering exceptional services to our residents and maintaining high standards. By joining us, you'll develop valuable skills in a dynamic environment while providing outstanding experiences to our community in our fast-paced working environment!

As you gain experience, you can take on more responsibilities within your team. You'll participate in regular team meetings and be part of an inclusive culture. You'll be assigned a mentor and have regular catch-ups with your manager to track your progression within our job family.

We’re a busy contact centre, so you’ll spend most of your day speaking with customers over the phone - typically handling around 40 calls daily. If you enjoy helping people and feel confident on the phone, we’d love to hear from you!

Shortlisted candidates will be invited to an assessment to test your skills against the job specification on either:

• Monday 27 July 2026 4pm to 6pm or 6pm to 8pm
• Thursday 30 July 2026 6pm to 8pm

Appointment to this role requires National security vetting through the Baseline Personnel Security Standard (BPSS) pre-employment screening, as post holders will have access to government assets. For more information on BPSS, visit Governmentbaseline personnel security standard - GOV.UK

For more information or to chat about this opportunity please contact Customer.ServiceManagement@cambridgeshire.gov.uk

What will you be doing?

Our Contact Centre is the first point of contact for many County Council services. Advisors handle incoming calls and written enquiries, using their knowledge of the organisation to resolve queries at the first point of contact or escalate them to the right team.

In this role, you will:

• Manage inbound calls from residents.
• Complete administrative tasks with accuracy.
• Deliver excellent customer service and provide effective resolutions.
• Occasionally travel to support reception sites.
• Use multiple IT systems to manage and record customer interactions

You’ll deal with a wide range of services, including Highways, Libraries, Registration of Births, Deaths & Marriages, Waste Management, Blue Badges, Concessionary Bus Passes, Children’s & Adults Social Care, and School Admissions.

The Cambridgeshire County Council Contact Centre, managed by Customer Services, operates weekdays 8am–6pm and Saturdays. Please see the attached document for an example timetable of shifts.

While this position is advertised as full-time, we are open to discussing part-time arrangements with suitable candidates. If this is of interest, we encourage you to contact us to explore the possibilities further.

For any questions or an informal discussion about the role, please contact the duty manager via email on customer.servicemanagement@cambridgeshire.gov.uk to arrange a call.

About you

We are looking for professional and friendly individuals with excellent communication skills. If you are self-motivated, able to work independently and as part of a team, this role could be perfect for you.

Customer service advisors in our contact centre have the following skills and qualities:

• Able to adapt to change
• Thrive in a fast-paced environment with the ability to multitask effectively
• Comfortable with a high volume, phone based role
• Clear and effective verbal and written communication, with the ability to build rapport with callers
• Positive attitude
• Able to retain varied and detailed information
• Excellent attention to detail
• Confidence in managing stressful situations
• Personal resilience
• Ability to empathise and remain calm during challenging customer interactions
• Confidence in the use of IT, including Outlook, Teams, and other Microsoft software
• Ability to talk and type simultaneously

No prior contact centre experience is necessary; our bespoke induction includes a comprehensive training programme. We do ask for the following:

• English qualification GCSE Grade 4 (C) or equivalent, or able to confidently demonstrate an equivalent level of skill
• Customer service experience
• Confidence in ICT
• You will be required to have business insurance if you drive to work

About us

Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.

Our four values are central to our culture, driving everything we do.

We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we firmly believe benefits our colleagues, the organisation and our communities. If you don’t meet every single requirement in the job role but think this could be you, please don’t be put off. We are committed to building a workplace that is compassionate and inclusive as well as diverse, so if you think you could be a good candidate for this role please consider applying and speak to the recruiting manager if you have any questions.

Our Equality, Diversity and Inclusion Strategy, along with our employee network 'IDEAL' and self-organised peer support groups help us to foster an inclusive, supportive and safe working environment where people feel valued, respected, and empowered. We collect relevant diversity data for monitoring as part of the recruitment process to understand the diversity of our applicants and monitor any trends throughout the recruitment processes so that we can take meaningful action.

We are proud to be a Disability Confident Leader. We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager, whose details can be found in the advert, to discuss any adjustment needs. Through a Guaranteed Interview Scheme, we will offer an interview to all applicants who disclose a disability and meet the essential criteria for a job vacancy. On your application form you can indicate you are disabled. Some examples of reasonable adjustments during the recruitment process could include additional time to complete an assessment or printing a document on pastel coloured paper with larger font size and line spacing. We would value talking about what might be possible to enable you to join us and thrive, so if there is something that would help you to do your best during your journey with us, please get in touch.

Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion.

https://www.cambridgeshire.gov.uk/council/jobs-and-careers