Customer Services Advisor

• Customer_Services_Advisor_-_Job_Description_and_Person_Specification_May_2026
• Candidate_Pack_-_Communities_Directorate_-_May_2026

Please apply online via the link provided.

Please note, we do not accept CVs submitted without a fully completed online application form.

Join us as a Customer Services Advisor as we continue to improve the service we deliver and enable our customers to interact with us using the communication channel best suited to their needs. Working with others, you will utilise systems to provide better information and processes for both our customers and organisation.

At Bracknell Forest, we pride ourselves on being a council which is stable and well-managed where our employees can thrive in a supportive environment. We understand the importance of a healthy work-life balance and offer a variety of flexible working practices, including options for remote working and arrangements that allow you to work from home, dependent on the needs of the service. This role includes an expectation to work from our Time Square office one day per week (dependent on operational requirements), alongside flexible working arrangements.

About you...

We are looking for someone who can quickly build rapport with customers, demonstrating patience, empathy and understanding. You will ask effective questions to identify the most appropriate course of action and provide clear, concise guidance.

The successful candidate will remain composed and handle challenging situations in a positive, calm and supportive manner. You will be willing to learn, take on new tasks as required and adapt confidently to change. You will also be able to use relevant systems quickly and effectively to meet customer needs.

You will be self-motivated, confident and an effective communicator, with the ability to manage a diverse range of customer enquiries across a variety of communication channels.

About the team…

You will be part of a dedicated team managing customer interactions and providing support and advice to help meet a wide range of service requests and enquiries. The team is focused on delivering a high-quality service and works closely together, with colleagues always willing to support one another. While the role can be challenging at times, being part of a team that helps others makes it both satisfying and rewarding.

Key responsibilities...

As a Customer Services Advisor you will be responsible for:

• providing a first point of contact for customers contacting the council, managing service requests, and providing information to support customer enquiries.
• delivering the highest quality service within a team environment, as the face of Bracknell Forest Council.
• continually developing the knowledge necessary to handle a diverse range of enquiries at the first point of contact.
• using various communication channels to support customer interactions, including phone, email, web chat, social media and face-to-face.

Our benefits...

• 25 days annual leave increasing to 28 days after 3 years’ continuous service, with the opportunity to buy up to 10 and sell up to 5 days.
• Hybrid working opportunities to support your wellbeing and work-life balance.
• Paid employee volunteering scheme.
• Local government pension scheme, with life insurance cover.
• Recognition of continuous service attained within the NHS and UKHSA when calculating some benefits. (Terms and Conditions apply)
• Career development through internal and external training opportunities.
• Enhanced maternity, paternity, adoption and fostering leave.
• Employee Assistance Programme (EAP) to support your health and wellbeing
• Inclusive and social working environment with a variety of staff networks and a sports and social club.

Find out more about all our benefits or see the candidate pack.

Our values

At Bracknell Forest Council our values define who we are and what is important to us. Our core values are inclusive, ambitious, and always learning. These values influence the way we work with each other and the way we serve our residents and engage with our communities. We make our values real by demonstrating them in how we behave every day. If you are excited about joining a diverse team that celebrates learning and strives for excellence, we would love to hear from you.

Reasonable adjustments

We are committed to ensuring an inclusive recruitment process for all applicants. If you require any reasonable adjustments to support your application or interview, please let us know by contacting recruitment@bracknell-forest.gov.uk. We will work with you to support you throughout the process. Find out more about reasonable adjustments.

Interview date

Interviews will be held on2nd July 2026.

Interviews will be conducted in person, providing candidates with the chance to personally meet the team and experience our work environment.

We will be reviewing applications regularly and reserve the right to close the advert early if suitable candidates are identified. To avoid disappointment, you are advised to submit your application as soon as possible.

Please note AI is prohibited during the interview, any candidate using AI will be withdrawn from consideration.

Want to ask us a question?

For an informal discussion or to ask any questions about this role, please contact:

Lisa Nicholson, Customer Services Operations Manager – 01344 352000

or

Bev Neville, Customer Services Operations Manager – 01344 352000

Bracknell Forest Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. We expect everyone employed with us to share this commitment.

We can only accept applications from candidates currently residing in the UK.

Please note that this particular role does not meet the minimum requirements for sponsorship under current UK Visas and Immigration regulations. As such, we are unable to offer sponsorship for this position.

No agencies please.