Customer Services Advisor

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CUSTOMER SERVICES ADVISOR

Directorate: Environmental and Community Services

Department: Communications and Culture

Salary: Grade D - £28,142 to £30,024 per year (full time equivalent)

£15,211 to 16,229 per year for working 20 hours a week (pay award pending)

£14.59 to £15.56 per hour

Contract Status: Permanent

Hours: 20 hours per week (9.30am to 1.30pm, Monday to Friday)

Location: Ilkeston Town Hall, Wharncliffe Road, Ilkeston, Derbyshire DE7 5RP & Long Eaton Town Hall, Derby Road, Long Eaton, Derbyshire, NG10 1HU

If you’re passionate about helping others and delivering great service, we would love to hear from you!

We are looking for a friendly and motivated Customer Service Advisor to join our team. You will be the first point of contact for customers, delivering excellent service and ensuring queries are resolved efficiently.

Working on a rota in a friendly and supportive team, the role involves handling customer enquiries face to face, via phone and email at both Long Eaton Town Hall and Ilkeston Town Hall. Both Town Halls operate four days a week and Receptions are open from 10am to 12pm. Therefore applicants must be flexible and willing to travel and work at both locations.

The hours of work are 9.30am to 1.30pm, Monday to Friday.

Some key responsibilities of the role:

This is an interesting and varied role, and the main responsibilities include:

• Preparing to open reception and cashing up when reception closes.
• Providing information and support in response to enquiries from members of the public about a wide range of council services. This will include face to face enquiries as well as enquiries over the phone or by email.
• Providing an effective and efficient service, taking payments face to face and over the phone and helping customers to access the council’s on-line forms.
• Problem solving to resolve sometimes complex queries on behalf and in collaboration with services within the council.

What we are looking for:

• A good standard of general education with evidence of good literacy and numeracy skills.

• The ability to use of a range of ICT systems for the efficient delivery of duties and responsibilities.

• Experience in dealing with customers both face to face and over the phone is essential and a proven track record of providing excellent customer service.

• The ability to listen and resolve complex enquiries, sometimes dealing with customers in difficult circumstances, to achieve positive outcomes.

• Ideally you will have experience of taking payments by cash and card, including daily till reconciliation.

• The ability to work as part of a team is essential but also the ability to take ownership of a problem to achieve the best resolution.

• Working in a flexible manner to ensure cover of the rota, during busy periods and holidays.

For an informal discussion about this exciting opportunity please contact Suzanne Campbell, Communications and Customer Services Team Leader on 0115 907 2244.

Benefits of Working for Us:

In addition to a competitive salary, you will also have access to:

• Generous annual leave package – 29 days annual leave (rising to 33 days after 5 years’ continuous service) plus 8 bank holidays a year (a pro-rata entitlement of annual leave and bank holidays for part-time working).
• Free workplace car parking within the Borough
• Opportunities for training, learning and continuous professional development
• Family friendly flexible and hybrid working policies available
• Option to join the Local Government Pension Scheme (LGPS) plus access to a salary sacrifice scheme for added voluntary pension contributions
• Discounted leisure membership with the Fit for Work scheme
• Access to an employee benefits discount and salary sacrifice scheme

The closing date for applications is 30 June 2026 at midnight.

Please note: This role is only open to applicants who already have the right to work in the UK. We are unable to offer visa sponsorship for this position.

How to Apply:

Interested candidates can apply with a CV and a supporting statement**, clearly demonstrating suitability and experience for the role.

You will be requested to provide some basic information before you upload your CV.

For further information about working for Erewash Borough Council and how to apply for this job please visit our website at https://www.erewash.gov.uk/jobs-section/jobs.html

Alternatively, an application form and job description are available from Human Resources, Erewash Borough Council, Town Hall, Wharncliffe Road, Ilkeston, Derbyshire DE7 5RP, Telephone: 0115 931 6001 (Monday to Friday between 9am and 5pm) or e-mail: jobs@erewash.gov.uk

**IMPORTANT: Your supporting statement is an opportunity to demonstrate how your skills and experience align with the role. Please refer to the person specification when providing examples, as this will be a key source of information for shortlisting.**

If you are a current employee of Erewash Borough Council and you wish to apply for this vacancy, you must apply through your Employee Self Service account. If you do not have access to Employee Self Service, you must complete a paper or word version of Erewash Borough Council’s job application form.

The Council is positive about disabled people and those who meet the essential shortlisting requirements will be guaranteed an interview.

The Council also supports the Armed Forces Covenant and those who have previously worked in the armed forces and meet the essential shortlisting criteria will be guaranteed an interview.

Please ensure that you make it clear on your application form that you wish to be considered under these criteria.