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Please apply online via the link provided.

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

An exciting opportunity has arisen to join our busy and dynamic Contact Centre team. We are looking for enthusiastic, customer-focused individuals who are passionate about delivering excellent service and helping residents access council services quickly and efficiently.

As the first point of contact for the Council, you will play a vital role in supporting residents, businesses and partners through a variety of contact channels including telephone, email, web and digital platforms. You will resolve enquiries wherever possible at the first point of contact, providing accurate advice and guidance across a wide range of council services

As a Customer Contact Service Representative you will:

• Handle a high volume of customer enquiries through telephone, email and digital channels.
• Deliver a professional, friendly and efficient customer experience.
• Provide accurate information, advice and support across a broad range of council services.
• Resolve enquiries at the first point of contact wherever possible.
• Record customer information accurately using council systems.
• Work collaboratively with service areas to ensure customer issues are resolved.
• Support the Council's digital-first approach by promoting self-service options and online services.
• Contribute to continuous improvement and service excellence.

We are seeking individuals who demonstrate:

• Excellent communication and listening skills
• A genuine commitment to customer service
• Empathy, patience and resilience when dealing with challenging situations
• The ability to multitask and work effectively in a fast-paced environment
• Strong IT and digital skills
• The ability to work independently and as part of a team
• Problem-solving skills and a positive approach to finding solutions
• A flexible and adaptable attitude
• Previous experience within a customer service, call centre, contact centre or public-facing role is essential

This post is exempt from the Rehabilitation of Offenders Act 1974. A comprehensive

pre-employment screening process will be undertaken which will include a Standard Disclosure.

For information on the re-employment and re-engagement of former employees please refer to the Council’s Pay Policy.

About us

At Blaenau Gwent, we are passionate about the work we do and the impact we have. We empower our staff to make meaningful changes and take action to enhance our services.

For more information, please click here

https://www.blaenau-gwent.gov.uk/en/home/

Want to ask us a question?

For further information or if you would like to have an informal discussion, please contact Leanne Roberts - Service Manager Customer & Communities – leanne.roberts@blaenau-gwent.gov.uk

Closing Date:

At 12:00 midnight 24th July 2026

Interview Date:

4th and 5th August 2026