Customer Service Advisor; Part Time

Job Introduction

Job Title:
Customer Service Advisor - Part Time 28hrs Per Week

Job Reference: liverpoolcitycouncil/TP/694/1871

Number of Positions: 7

Contract Type: Permanent Part Time

Working Hours: 28

Location: Cunard Building, Water Street, Liverpool

Closing Date: 19/06/2026

Job Category: Customer Services

Region / Division: Liverpool

Business Unit:

A bit about us:

Liverpool is home to vibrant, energetic, and engaged communities, people who take real ownership of their local area and are passionate about making our city a better place. We ve got ambitious targets to meet by 2025 and we need people who are driven, dynamic and ready to deliver the very best for our communities. Public service is more important than ever, and this role represents a real opportunity to make a difference to our communities by transforming the way we work and placing our residents at the heart of everything we do.

Working at Liverpool City Council provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services.

We are proud of our world-famous thriving city with its rich culture, as well as affordable housing, good schools, beautiful green spaces – there’s really something for everyone!

Our Customer service team is expanding and we are excited to be searching for 4 new Customer Service Advisors to join our team to provide advice and information in relation to all city council and partner agency services.

The Role:

• The Customer Service Advisor will own individual enquiries, complaints, and customer requests through to resolution
• Responsibility of the Customer Service Advisor will be to provide first contact resolutions to our city’s residents and customers through the Contact Centre and e-Contact always maintaining the highest standard of customer service
• As an experienced Customer Service Advisor you will contribute to the process of continually improving Customer Access to quality, cost effective services
• As a ‘front of house’ role, a Customer Service Advisor will promote a positive image of Liverpool City Council, working as part of an integrated team
• In order to deliver a first call service as a Customer Service Advisor, you will be fully proficient in all aspects of those services delivered through the Liverpool City Council Contact Centre, inclusive of dealing with customer enquiries via multi-channel contact. Full training will be given
• Providing accessible and comprehensive information and advice to customers on all Liverpool City Council services, by keeping up to date with all aspects of services delivered through Customer Access Contact Centre is instrumental to the role of the Customer service advisor
• Being a key team player as a Customer Service Advisor, you will be a self-starter who is able to own enquiries through to resolution and confidently use software systems such as Microsoft tools, email, and intranet/internet
• As an ambitious Customer Service Advisor, you will be will be willing to evolve and adapt in line with business demand and customer trends using transferable skills to adapt methods of contact and drive improvement

The working hours for the posts are 28hrs per week 8:00 to 18:00, Monday to Friday (excluding bank holidays)

The current example working pattern expected for these posts is detailed below, this example does not change the contractual hours of 8am until 6pm Monday to Friday.

Rotation

Shift

Rest Day

Week 1

10:00-18:00

Tuesday

Week 2

Monday, Tuesday, Thursday, Friday

09:00-17:00

Week 3

10:00-18:00

Thursday

Week 4

09:00-17:00

Friday

Week 5

Monday, Tuesday, Thursday, Friday

08:00-16:00

Tuesday

Week 6

Monday, Tuesday, Thursday, Friday

08:00-16:00

Week 7

08:00-16:00

Thursday

This role requires a Basic DBS and Baseline Personal Security Standard (BPSS). BPSS (Baseline Personnel Security Standard) is the required level of screening for any individuals working with or on behalf of a government department. Basic DBS certificates contain any convictions or cautions that…