Customer Service Advisor

Contract | Civic Recruitment Limited | United Kingdom

Posted On 16/02/2026

City:
Lincoln

Province:
Lincolnshire

Postal Code: LN2

3-Month Contract with a Local Authority

• The Customer Service Advisor serves as the initial contact for residents and professionals seeking information, advice, and access to services within Adult Care, the Lincolnshire Carer Service, and the Wellbeing Service. This role involves managing a variety of sensitive, complex, and sometimes emotive inquiries via telephone and email. Utilising a strength-based approach and excellent communication skills, the advisor gathers essential information, determines the most appropriate outcome, and ensures individuals receive the right support at the right time.

• Handle incoming calls and emails from the public, carers, families, and professionals regarding Adult Care services.
• Use strength-based conversation techniques to understand customer needs and support positive outcomes.
• Assess inquiries to determine urgency, risk, and appropriate referral routes, including safeguarding concerns.
• Provide clear information, advice, and guidance based on policies, procedures, and available support pathways.

• Experience working in a busy Customer Service or Customer Contact Centre environment.
• Strong customer service skills with the ability to handle complex or emotive conversations.
• Confident communication skills, both verbal and written.
• Ability to type and talk simultaneously (direct input) accurately and efficiently.

• No formal qualification requirements, but must demonstrate strong literacy, communication, and IT capability.
• Commitment to ongoing training and development.

• Working hours:
  
  37 hours per week
• Location:
  
  36 Orchard Street, Lincoln, Lincolnshire, LN1 1XX
  , United Kingdom
• Our offices are based in Lincoln City Centre at Lancaster House
• Flexibility required to work between 8 am and 8 pm, Monday to Friday.