Senior Customer Service Advisor (Fixed Term)
Job Title: Senior Customer Service Advisor
Contract Type: 12 months Fixed Term
Grade: N5
Salary (including Enhancements): £39,639.24 - £42,181.08 (per annum)
Location: Contact Centre - Benton Park Road Offices
Hours: 40.25 hours weekly (37 hours plus 3.25 hours contractual overtime), working a rotating 12-hour shift. Shift pattern consists of 3-day shifts, 3 rest days, 3 day shifts, 3 rest days, 3 night shifts, 3 rest days, 3 night shifts 3 rest days.
The Role:
Join the team that keeps Newcastle moving – one call at a time!
Are you a confident communicator with a passion for delivering excellent service?
Already working in customer service and looking to take that next exciting step towards leadership?
Then read on – this could be the opportunity you’ve been waiting for!
At Newcastle City Council, our Senior Customer Service Advisors are more than just great call handlers – they’re calm voices in a crisis, resourceful problem-solvers, and natural team players. This role offers the perfect platform to grow your career, strengthen your leadership skills, and make a genuine difference to the people of Newcastle.
This role offers a fantastic opportunity to refine your call handling skills while gaining valuable insight into various areas of Newcastle City Council, particularly the vital Ostara service, while also developing a broader understanding of team management.
We’re looking for someone who:
Can remain calm under pressure (even when the phones won’t stop ringing)
Has a positive, can-do attitude that brings out the best in others
Knows how to prioritise – especially when dealing with life-critical calls
Can quickly defuse difficult situations with empathy and professionalism
Wants to build leadership skills and take that next step in their career.
Bonus points if you have experience in call handling with the NHS, emergency services or the care sector. But don’t worry if you don’t, we offer full training.
What you’ll actually be doing:
Taking and co-ordinating calls for Contact Centre services, Care Alarms, and more
Dispatching response teams in emergency situations
Supporting out-of-hours services for housing repairs, public safety, and local services
Being a key part of our city-wide safety and wellbeing response
You’ll be working as part of a supportive team working round the clock call handling that truly makes a difference in people’s lives – often during their most challenging moments.
Still unsure? Before you hit “Apply”, why not have a quick, informal chat about the role?
Give Gemma McGlashan a call on 0191 2778929 she is happy to talk things through and answer any questions you might have.
If you are interested, please complete the application form where you will need to demonstrate how you meet the essential criteria of the current job description for this post, giving relevant evidence and examples.
Please note that this position requires you to work bank holidays including Christmas and New Year depending on the shift pattern.
Apply online at www.northeastjobs.org.uk, select 'Apply Now' and complete our online application form. Before completing the form please ensure you read the supporting documents. Any communication sent to you regarding your application will be sent to the email address you have set up on your Northeast Jobs account, so you will need to ensure that you check your inbox.
Please note, all fixed term posts are available for secondment, for a secondment you must gain your managers approval prior to applying.
Contract Type: 12 months Fixed Term
Grade: N5
Salary (including Enhancements): £39,639.24 - £42,181.08 (per annum)
Location: Contact Centre - Benton Park Road Offices
Hours: 40.25 hours weekly (37 hours plus 3.25 hours contractual overtime), working a rotating 12-hour shift. Shift pattern consists of 3-day shifts, 3 rest days, 3 day shifts, 3 rest days, 3 night shifts, 3 rest days, 3 night shifts 3 rest days.
The Role:
Join the team that keeps Newcastle moving – one call at a time!
Are you a confident communicator with a passion for delivering excellent service?
Already working in customer service and looking to take that next exciting step towards leadership?
Then read on – this could be the opportunity you’ve been waiting for!
At Newcastle City Council, our Senior Customer Service Advisors are more than just great call handlers – they’re calm voices in a crisis, resourceful problem-solvers, and natural team players. This role offers the perfect platform to grow your career, strengthen your leadership skills, and make a genuine difference to the people of Newcastle.
This role offers a fantastic opportunity to refine your call handling skills while gaining valuable insight into various areas of Newcastle City Council, particularly the vital Ostara service, while also developing a broader understanding of team management.
We’re looking for someone who:
Can remain calm under pressure (even when the phones won’t stop ringing)
Has a positive, can-do attitude that brings out the best in others
Knows how to prioritise – especially when dealing with life-critical calls
Can quickly defuse difficult situations with empathy and professionalism
Wants to build leadership skills and take that next step in their career.
Bonus points if you have experience in call handling with the NHS, emergency services or the care sector. But don’t worry if you don’t, we offer full training.
What you’ll actually be doing:
Taking and co-ordinating calls for Contact Centre services, Care Alarms, and more
Dispatching response teams in emergency situations
Supporting out-of-hours services for housing repairs, public safety, and local services
Being a key part of our city-wide safety and wellbeing response
You’ll be working as part of a supportive team working round the clock call handling that truly makes a difference in people’s lives – often during their most challenging moments.
Still unsure? Before you hit “Apply”, why not have a quick, informal chat about the role?
Give Gemma McGlashan a call on 0191 2778929 she is happy to talk things through and answer any questions you might have.
If you are interested, please complete the application form where you will need to demonstrate how you meet the essential criteria of the current job description for this post, giving relevant evidence and examples.
Please note that this position requires you to work bank holidays including Christmas and New Year depending on the shift pattern.
Apply online at www.northeastjobs.org.uk, select 'Apply Now' and complete our online application form. Before completing the form please ensure you read the supporting documents. Any communication sent to you regarding your application will be sent to the email address you have set up on your Northeast Jobs account, so you will need to ensure that you check your inbox.
Please note, all fixed term posts are available for secondment, for a secondment you must gain your managers approval prior to applying.
Attachments
Salary range
- £39,639.24 - £42,181.08 per year