Customer Service Advisor (Career Grade) (RP0194)

Customer Service Advisor (Career Grade)
(RP0194)

Starting salary £28,426 pro rata with progression to £34,011 pro rata through annual increments subject to satisfactory service (inclusive of outer fringe allowance)
Career Grade Scheme with appointment leveldependent on experience

20 hours per week (office based)

12-month fixed term contract


We are expanding our Customer Service team and looking for a friendly, motivated advisor to join us on a 12 month fixed term contract to provide additional resource during a restructure transition period.

As a Customer Service Advisor, your primary responsibility will be the first point of contact for all visitors to the reception area at our council offices in Welwyn Garden City, providing a professional, courteous, and welcoming experience. You’ll handle enquiries by phone, email, and Live Chat , aiming to resolve issues first time and deliver a great customer service for our Landlord and Council services.

Your responsibilities:
- Help customers across all contact channels
- Provide clear, accurate information
- Log service requests and other customer queries, such as housing repairs, missed bins, parking enquiries, planning enquiries, in our CRM and housing systems
-Support customers with a wide range of queries

About you:
We are looking for candidates with:
- Excellent communication skills
- A positive, professional approach
- Confidence using digital systems (training will also be provided)
- Ability to stay calm and helpful during challenging conversations
- A passion for great customer service

This is a career graded post (Level 1–2) with training,support and progression opportunities.

The role is office based. The fixed working pattern for this role is:
Monday 08:45-17:15 (1 hour lunch break)
Wednesday 13:00-17:15
Thursday 13:00-17:15
Friday 12:45-16:45

The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential in this post.

If you enjoy helping people and want a role where you can grow, we’d love to hear from you.

For an informal conversation about the role, please contact our Customer Service Manager – Nick Probert (n.probert@welhat.gov.uk

You will be working in the heart of Welwyn Garden City in our vibrant office. We offer flexible working to achieve a good work life balance, generous annual leave, discount to the council owned leisure facilities and much more. To see our full list of employee benefits visitMy Rewards – Career.

We offer the Local Government Pension Scheme, which is a defined benefits scheme. Curious about how much a pension with Welwyn Hatfield Borough Council could be worth? Take a look at this public sectorpension calculator to find out.

Our COREvalues—Collaborative, Open, Responsible, Excellent—guide everything we do!

We are changing:
Welwyn Hatfield Borough Council (WHBC) is undergoing Local Government Reorganisation (LGR). If you are employed by WHBC on 1 April 2028, it is expected that the majority of roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes in local government we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better.

To find out more, visitDevolution and Local Government Reorganisation – Welwyn Hatfield Borough Council

Please note we do not offer sponsorship for employment in the UK.

We recommend that you download the role profile as this will be unavailable once the advert closes.

We reserve the right to close this vacancy early if we receive a high volume of suitable applications. Early applications are therefore encouraged.

Closing date for applications is 31 August 2026
Remote assessments will be held on 7 September 2026
Face to face interviews will be held on 11/14 September 2026